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Salesforce AP-226 Exam Syllabus Topics:

Section

Weight

Objectives

Implement

- Contact Center Configuration

1. Configure operational components
2. Set up core Contact Center features

Discovery

20%

- Customer Use Case Analysis

1. Conduct requirement interviews
2. Identify personas and stakeholders

- Requirements Definition

1. Map use cases to features and systems
2. Define channel and routing requirements

- Success Metrics

1. Identify KPIs aligned to business goals

Design

29%

- Scalable Architecture Design

1. Apply standard data models
2. Design maintainable Contact Center solutions

- Solution Mapping

1. Map Contact Center features to requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A. Time spent by agents actively engaged in chat sessions.
B. Number of chat sessions handled by agents.
C. Total chat session duration divided by the number of sessions.
D. All of the above, depending on the desired AHT calculation scope and inclusivity.

Reveal Solution Discussion 0

Correct Answer: D 🗳️