Salesforce AP-226 : Contact Center Accredited Professional

  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Updated: Oct 13, 2026     Q & A: 209 Questions and Answers

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Salesforce AP-226 Exam Syllabus Topics:

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

You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

  • A. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
  • B. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
  • C. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
  • D. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #2

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  🗳️

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Question #3

The customer requires advanced customization for specific workflows. What is the best approach?

  • A. Out-of-the-box configuration
  • B. Third-party development
  • C. Salesforce Flow
  • D. Custom Apex coding
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #4

Your design specifies dynamic greetings in email templates based on customer dat a. Which Salesforce feature enables this personalization?

  • A. Einstein Content Recommendations suggesting relevant templates and content based on customer data.
  • B. Custom Apex code to programmatically insert customer data into email templates.
  • C. Merge fields in email templates linked to specific object fields containing customer information.
  • D. Process Builder sequences dynamically updating and inserting personalized data into email content.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #5

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

  • A. Web to Chat and Embedded Service
  • B. Messaging for Web and Embedded Service
  • C. Messaging for Web and Einstein Bots
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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