Salesforce AP-226 Valid Dump : Contact Center Accredited Professional

AP-226 real exams

Exam Code: AP-226

Exam Name: Contact Center Accredited Professional

Updated: Oct 13, 2026

Q & A: 209 Questions and Answers

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Deploy10%- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes
- Validation and Migration
  • 1. Validate deployment requirements
  • 2. Prepare systems for data migration
Discovery20%- Customer Use Cases and Stakeholders
  • 1. Conduct customer discovery interviews
  • 2. Define personas and stakeholders
- Business Requirements
  • 1. Identify required features and capabilities
  • 2. Determine routing logic requirements
  • 3. Analyze business processes and channels
- KPIs and Success Metrics
  • 1. Identify key performance indicators
  • 2. Prioritize business success measurements
Implement41%- Communication Channels
  • 1. Configure messaging channels
  • 2. Configure Omni-Channel functionality
  • 3. Configure email functionality
  • 4. Configure voice functionality
- Data and Migration
  • 1. Determine data migration strategies
  • 2. Validate integrations and configurations
- Self-Service and Automation
  • 1. Configure self-service functionality
  • 2. Configure case management functionality
  • 3. Configure bots functionality
- Core Contact Center Configuration
  • 1. Configure basic Contact Center functionality
  • 2. Configure business processes
  • 3. Validate Contact Center metrics
Design29%- Implementation Planning
  • 1. Create release management strategies
  • 2. Define KPI measurement methods
  • 3. Design implementation plans
- Solution Design
  • 1. Apply standard data models and best practices
  • 2. Map Contact Center functionalities to requirements
  • 3. Design scalable and maintainable solutions
- Contact Center Capabilities
  • 1. Define persona-based user experiences
  • 2. Evaluate standard Contact Center functionality
  • 3. Determine future functionality usage

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Which standard field options should a consultant recommended form for In-App Messaging?

  • A. First Name, Last Name, Email Order Number
  • B. First Name Last Name Email Account Number
  • C. First Name, Last Name, Emil Subject
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #2

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

  • A. Ensures application quality before any corrupt change can get into the Source..
  • B. Creates and deletes package versions in each testing environment
  • C. Organizes source development into package directories
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #3

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?

  • A. Digital Engagement and ISV partner solution
  • B. Digital Engagement and Social Studio
  • C. Social Customer Service and ISV partner solution
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #4

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

  • A. Hire more service agents in peak season and meet customer needs on
    demand
  • B. Implement an SMS Digital Channel and redirect customers from phone.
  • C. Implement Email-to-Case and redirect customers from phone to email
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #5

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

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

Correct Answer: C  🗳️

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