Learn with Salesforce : AP-226 training material for 100% pass
Updated: Sep 09, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
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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, Scenario-based |
| Available Languages: | English |
| Certificate Validity Period: | No official expiration announced |
| Real Exam Qty: | 60 |
| Exam Duration: | 75 minutes |
| Related Certifications: | Salesforce Accredited Professional Exams Certification |
| Exam Price: | $150 USD |
| Passing Score: | 66% |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or test center delivery through Kryterion Webassessor / Pearson VUE. |
| Pre Condition: | Recommended experience with Salesforce Service Cloud, Contact Center solutions, Digital Engagement, Omni-Channel, and related Salesforce technologies. |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - KPIs and Success Metrics
|
| Implement | 41% | - Core Contact Center Configuration
|
| Deploy | 10% | - Deployment Planning
|
| Design | 29% | - Implementation Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
You need to validate case closure accuracy and completeness. Which tool helps with this?
- A. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
- B. Case History review for completeness and verification of resolution details before final closure.
- C. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
- D. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
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The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?
- A. Field-Level Security
- B. Knowledge Base
- C. Einstein Analytics
- D. Omni-Channel Routing
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Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
- A. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
- B. Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
- C. Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
- D. Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
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Your scenario involves routing calls based on language spoken. Which feature facilitates this?
- A. Custom Apex code defining language detection and routing logic.
- B. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
- C. Omni-Channel routing with skill mapping based on agent language proficiency.
- D. Phone Numbers configured with specific languages and automatic call routing.
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The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
- A. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow - B. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
- C. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
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