Salesforce AP-226 Questions & Answers - in .pdf
- Total Q&A: 209
- Update: Aug 25, 2026
- Price: $59.99
- Vendor: Salesforce
- Exam Code: AP-226
- Exam Name: Contact Center Accredited Professional
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Salesforce AP-226 Q&A - Testing Engine
- Total Q&A: 209
- Update: Aug 25, 2026
- Price: $59.99
- Vendor: Salesforce
- Exam Code: AP-226
- Exam Name: Contact Center Accredited Professional
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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Certificate Validity Period: | No official expiration announced |
| Exam Duration: | 75 minutes |
| Available Languages: | English |
| Related Certifications: | Salesforce Accredited Professional Exams Certification |
| Exam Price: | $150 USD |
| Real Exam Qty: | 60 |
| Exam Format: | Multiple Choice, Scenario-based |
| Passing Score: | 66% |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or test center delivery through Kryterion Webassessor / Pearson VUE. |
| Pre Condition: | Recommended experience with Salesforce Service Cloud, Contact Center solutions, Digital Engagement, Omni-Channel, and related Salesforce technologies. |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 29% | - Solution Design
|
| Topic 2: Deploy | 10% | - Validation and Migration
|
| Topic 3: Implement | 41% | - Communication Channels
|
| Topic 4: Discovery | 20% | - Customer Use Cases and Stakeholders
|
Salesforce Contact Center Accredited Professional Sample Questions:
1. Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
A) Big bang deployment with all features rolled out simultaneously.
B) Pilot deployment with a limited user group for initial testing and feedback.
C) Phased approach with incremental releases and controlled rollouts.
D) Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
2. You need to validate bot security and data privacy compliance. Which tool helps with this?
A) All of the above, working together to secure bot interactions and ensure data privacy compliance.
B) User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
C) Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
D) Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
3. Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?
A) Chatter
B) Case Comments
C) Case Hierarchy
4. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
C) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
5. The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
A) Case Escalation Rules
B) Entitlements
C) Case Classification
D) Custom Apex Code
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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