Prepare with Salesforce AP-226 exam practice material, pass for sure
Updated: Oct 06, 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 |
| Real Exam Qty: | 60 |
| Exam Duration: | 75 minutes |
| Passing Score: | 66% |
| Exam Format: | Multiple Choice, Multiple Select |
| Available Languages: | English |
| Certificate Validity Period: | 2 years |
| Exam Price: | USD 150 |
| Related Certifications: | Salesforce Service Cloud Accredited Professional Salesforce Omni-Channel Accredited Professional |
| Recommended Training: | Salesforce Contact Center Accredited Professional Preparation Service Cloud Voice Basics |
| 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 |
|---|---|---|
| Design | 35% | - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan agent workspace and user experience |
| Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
| Build & Configure | 35% | - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration |
Salesforce Contact Center Accredited Professional Sample Questions:
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
- A. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
- B. All of the above, providing options for diverse bot functionalities and integration flexibility.
- C. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
- D. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
Correct Answer: B 🗳️
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
- A. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
- B. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
- C. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
- D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
Correct Answer: D 🗳️
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Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
- A. Matching rules defining criteria for identifying and merging duplicate records.
- B. Workflow Rules automatically triggering deduplication logic based on specific data fields.
- C. All of the above, working together to prevent duplicate records and ensure data integrity after migration.
- D. Data Import Wizard with duplicate prevention settings during bulk data importing.
Correct Answer: C 🗳️
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A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?
- A. Messaging for Web and Einstein Bots
- B. Web to Chat and Embedded Service
- C. Messaging for Web and Embedded Service
Correct Answer: C 🗳️
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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
Correct Answer: B 🗳️
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