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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Deploy	10%	- Deployment Planning 1. Identify deployment processes 2. Document cut-over requirements - Validation and Migration 1. Prepare systems for data migration 2. Validate deployment requirements
Topic 2: Design	29%	- Implementation Planning 1. Create release management strategies 2. Design implementation plans 3. Define KPI measurement methods - Solution Design 1. Apply standard data models and best practices 2. Map Contact Center functionalities to requirements 3. Design scalable and maintainable solutions - Contact Center Capabilities 1. Evaluate standard Contact Center functionality 2. Determine future functionality usage 3. Define persona-based user experiences
Topic 3: Implement	41%	- Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies - Communication Channels 1. Configure messaging channels 2. Configure Omni-Channel functionality 3. Configure email functionality 4. Configure voice functionality - Core Contact Center Configuration 1. Configure business processes 2. Validate Contact Center metrics 3. Configure basic Contact Center functionality - Self-Service and Automation 1. Configure self-service functionality 2. Configure case management functionality 3. Configure bots functionality
Topic 4: Discovery	20%	- KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements - Customer Use Cases and Stakeholders 1. Conduct customer discovery interviews 2. Define personas and stakeholders - Business Requirements 1. Analyze business processes and channels 2. Identify required features and capabilities 3. Determine routing logic requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
B. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
C. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
D. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

Answer: A