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Updated: Jul 27, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Certificate Validity Period: | 2 years |
| Available Languages: | English |
| Related Certifications: | Salesforce Service Cloud Accredited Professional Salesforce Omni-Channel Accredited Professional |
| Exam Duration: | 75 minutes |
| Exam Format: | Multiple Choice, Multiple Select |
| Real Exam Qty: | 60 |
| Exam Price: | USD 150 |
| Passing Score: | 66% |
| Recommended Training: | Service Cloud Voice Basics Salesforce Contact Center Accredited Professional Preparation |
| Exam Registration: | Salesforce Certification Portal Kryterion Webassessor |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | No mandatory prerequisites; recommended experience with Salesforce Service Cloud and contact center operations |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/contact-center-accredited-professional |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Topic 2: Build & Configure | 35% | - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features |
| Topic 3: Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
| Topic 4: Design | 35% | - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation |
Salesforce Contact Center Accredited Professional Sample Questions:
1. The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
A) Entitlements
B) Custom Apex Code
C) Case Escalation Rules
D) Case Classification
2. The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
A) Process Builder
B) Data Import Wizard
C) Partner Integrations
D) Apex Code
3. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
A) Messaging for Wed
B) SMS
C) Facebook Messenger
4. Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?
A) All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
B) Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
C) Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
D) Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
5. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
A) Process Builder
B) Einstein Discovery
C) Reports & Dashboards
D) Field History Tracking
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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