Try and practice the latest Salesforce : AP-226 real questions & answers
Updated: Aug 28, 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 |
| Exam Format: | Multiple Choice, Multiple Select |
| Passing Score: | 66% |
| Real Exam Qty: | 60 |
| Available Languages: | English |
| Exam Price: | USD 150 |
| Related Certifications: | Salesforce Omni-Channel Accredited Professional Salesforce Service Cloud Accredited Professional |
| Exam Duration: | 75 minutes |
| 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: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
| Topic 2: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Perform testing and validation - Plan deployment and change management |
| Topic 3: Design | 35% | - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan agent workspace and user experience - Plan voice and digital engagement implementation |
| Topic 4: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration |
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?
A. Contact records for individual customer contacts.
B. User records for your contact center agents.
C. Custom objects specifically designed for tracking agent performance metrics.
D. Account records representing your customer organizations.
Question 2
You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?
A. Testing the email integration with various sample messages and scenarios before real-world deployment.
B. Implementing data validation rules for incoming email subject lines and customer information.
C. All of the above, contributing to accurate data capture and seamless processing of email inquiries.
D. Configuring automated case creation and assignment based on specific keywords and email content.
Question 3
You're preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?
A. Converting attachments to formats compatible with the new knowledge base system before the migration process.
B. Testing access and download functionality for attached files within the new platform after the migration is complete.
C. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
Question 4
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?
A. Source org
B. Scratch org (correct)
C. Sandbox
Question 5
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?
A. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
B. Implement the Customer Community for forum discussions and support ticket submission.
C. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
D. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
Solutions:
| Question 1 Answer: C | Question 2 Answer: C | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: D |
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