Salesforce Contact Center Accredited Professional : AP-226 Exam Questions

  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Updated: Sep 14, 2026
  • Q&As: 209 Questions and Answers

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Value Pack Total: $179.97  $79.99

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AP-226 exam dumps

Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Build & Configure35%- Configure Service Cloud and Contact Center features
- Configure reporting, dashboards, and analytics
- Implement Service Cloud Voice and telephony integration
- Set up Omni-Channel and routing rules
Topic 2: Deploy & Optimize10%- Perform testing and validation
- Monitor performance and optimize operations
- Plan deployment and change management
Topic 3: Design35%- Design omni-channel routing and assignment logic
- Design self-service and knowledge base integration
- Plan agent workspace and user experience
- Plan voice and digital engagement implementation
Topic 4: Discovery20%- Identify success metrics and KPIs
- Map customer journeys and interaction channels
- Understand contact center business requirements and goals

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

  • A. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
  • B. Workflow Rules triggering email notifications and case updates based on specific events or field changes.
  • C. Process Builder sequences defining automated actions and data updates based on triggers and conditions.
  • D. All of the above, depending on the desired complexity and automation level of case updates.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #2

You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

  • A. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
  • B. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
  • C. Manually comparing case details and identifying duplicates for removal or merging before data migration.
  • D. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #3

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

  • A. Custom Apex code defining escalation logic and actions.
  • B. Both (b) and (c), offering flexible options for automated case escalation based on rules.
  • C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
  • D. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #4

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

  • A. Customer
  • B. Open Cases
  • C. Account Profile
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #5

The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

  • A. Create and assign a new Presence Status
  • B. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
  • C. The correct answer is Create and assign a new Presence Configuration.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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

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