Salesforce AP-226 Exam Questions : Contact Center Accredited Professional

  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Updated: Oct 28, 2026
  • Q&As: 209 Questions and Answers

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design35%- Design self-service and knowledge base integration
- Plan voice and digital engagement implementation
- Plan agent workspace and user experience
- Design omni-channel routing and assignment logic
Topic 2: Build & Configure35%- 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
Topic 3: Discovery20%- Identify success metrics and KPIs
- Map customer journeys and interaction channels
- Understand contact center business requirements and goals
Topic 4: Deploy & Optimize10%- Plan deployment and change management
- Perform testing and validation
- Monitor performance and optimize operations

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

  • A. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
  • B. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
  • C. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
  • D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #2

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

  • A. Workflow Rules automatically triggering deduplication logic based on specific data fields.
  • B. Matching rules defining criteria for identifying and merging duplicate records.
  • 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.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #3

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

  • A. Open Cases
  • B. Account Profile
  • C. Customer
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #4

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

Correct Answer: C  🗳️

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Question #5

Your data migration timeline is tight. Which option helps expedite the process?

  • A. Manual data entry into Salesforce records for critical information.
  • B. Outsourcing the data migration process to experienced third-party vendors.
  • C. All of the above, depending on the resources available and the complexity of the migration project.
  • D. Utilizing data migration tools with automation capabilities and bulk processing features.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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