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Updated: Aug 26, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
Download Limit: Unlimited
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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Exam Format: | Multiple-choice, Multiple-select |
| Exam Price: | $150 USD (plus applicable taxes) |
| Available Languages: | English |
| Related Certifications: | Salesforce Accredited Professional Exams |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Passing Score: | 66% |
| Recommended Training: | Salesforce Contact Center Certification Learning Path |
| Exam Registration: | Salesforce Certification Exam Registration |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | None |
| 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: Implement | - Contact Center Configuration
| |
| Topic 2: Discovery | 20% | - Customer Use Case Analysis
|
| Topic 3: Design | 29% | - Scalable Architecture Design
|
Salesforce Contact Center Accredited Professional Sample Questions:
1. The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?
A) Service Cloud Voice with partner telephony Service Cloud Voice with
Amazon Connect
B) telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
C) Service Cloud Voice with partner telephony from Amazon Connect
Given that Ursa Major Solar (UMS) is already satisfied with their current
2. The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
A) Help Center
B) Customer Account Portal
C) Customer Service
3. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?
A) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B) All of the above, depending on the desired level of detail, visual representation, and data access.
C) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
D) Salesforce Reporting tools for generating detailed reports and data analysis.
4. 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) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
B) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
C) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
D) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
5. You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
A) Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
B) All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
C) Automating case creation and assignment based on social media message content and customer profiles.
D) Pre-populating agent dashboards with relevant information about incoming social media interactions.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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