Salesforce Contact Center Accredited Professional : AP-226

  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Updated: Sep 29, 2026     Q & A: 209 Questions and Answers

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement41%- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- Self-Service and Automation
  • 1. Configure case management functionality
  • 2. Configure self-service functionality
  • 3. Configure bots functionality
- Communication Channels
  • 1. Configure email functionality
  • 2. Configure voice functionality
  • 3. Configure messaging channels
  • 4. Configure Omni-Channel functionality
- Core Contact Center Configuration
  • 1. Configure business processes
  • 2. Validate Contact Center metrics
  • 3. Configure basic Contact Center functionality
Topic 2: Discovery20%- Customer Use Cases and Stakeholders
  • 1. Define personas and stakeholders
  • 2. Conduct customer discovery interviews
- Business Requirements
  • 1. Determine routing logic requirements
  • 2. Analyze business processes and channels
  • 3. Identify required features and capabilities
- KPIs and Success Metrics
  • 1. Identify key performance indicators
  • 2. Prioritize business success measurements
Topic 3: Design29%- Implementation Planning
  • 1. Define KPI measurement methods
  • 2. Create release management strategies
  • 3. Design implementation plans
- Contact Center Capabilities
  • 1. Define persona-based user experiences
  • 2. Determine future functionality usage
  • 3. Evaluate standard Contact Center functionality
- Solution Design
  • 1. Design scalable and maintainable solutions
  • 2. Map Contact Center functionalities to requirements
  • 3. Apply standard data models and best practices
Topic 4: Deploy10%- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes
- Validation and Migration
  • 1. Validate deployment requirements
  • 2. Prepare systems for data migration

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

  • A. Surveys triggered after case closure based on case closure rules or manual initiation.
  • B. Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
  • C. Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
  • D. All of the above, depending on the desired survey integration level and automation requirements.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #2

The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

  • A. Customer Satisfaction (CSAT) Score
  • B. First Contact Resolution (FCR) Rate
  • C. Net Promoter Score (NPS)
  • D. Average Contact Handle Time (AHT)
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #3

Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

  • A. Set automatic case deflection rules for common issues on chat after business hours.
  • B. Configure separate queues for each channel with specific business hours.
  • C. Utilize dynamic agent availability and presence routing across all channels.
  • D. Implement a third-party chat solution with 24/7 availability integration.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #4

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

  • A. Average Cases per Agent
  • B. Average Handle Time
  • C. Average Resolution Time
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).

Question #5

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

  • A. Einstein Bots
  • B. Salesforce Flow
  • C. DocuSign
  • D. LiveChat
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).

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