Salesforce AP-226 : Contact Center Accredited Professional

  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Updated: Sep 27, 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 voice functionality
  • 3. Configure messaging channels
  • 4. Configure Omni-Channel functionality
- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- Core Contact Center Configuration
  • 1. Configure business processes
  • 2. Configure basic Contact Center functionality
  • 3. Validate Contact Center metrics
- Self-Service and Automation
  • 1. Configure self-service functionality
  • 2. Configure case management functionality
  • 3. Configure bots functionality
Design29%- Contact Center Capabilities
  • 1. Evaluate standard Contact Center functionality
  • 2. Determine future functionality usage
  • 3. Define persona-based user experiences
- Implementation Planning
  • 1. Create release management strategies
  • 2. Design implementation plans
  • 3. Define KPI measurement methods
- Solution Design
  • 1. Design scalable and maintainable solutions
  • 2. Map Contact Center functionalities to requirements
  • 3. Apply standard data models and best practices
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. Identify required features and capabilities
  • 2. Determine routing logic requirements
  • 3. Analyze business processes and channels
Deploy10%- Deployment Planning
  • 1. Identify deployment processes
  • 2. Document cut-over requirements
- Validation and Migration
  • 1. Prepare systems for data migration
  • 2. Validate deployment requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

  • A. Workflow Rules
  • B. Queues
  • C. Entitlements
  • D. Field History Tracking
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #2

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

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

Correct Answer: C  🗳️

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Question #3

You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

  • A. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
  • B. Training agents on using the social media listening tool to effectively engage with customers and address concerns.
  • C. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
  • D. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #4

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

  • A. Workflow Rules with email field criteria triggering case creation.
  • B. Process Builder sequences defining steps for email parsing and case generation.
  • C. Einstein Bots configured to handle email inquiries and create cases if needed.
  • D. Email-to-Case enabled on the Case object with appropriate field mapping.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #5

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. Facebook Messenger
  • B. SMS
  • C. Messaging for Wed
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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