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Updated: Aug 03, 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 |
| Exam Duration: | 75 minutes |
| Passing Score: | 66% |
| Exam Format: | Multiple Choice, Multiple Select |
| Real Exam Qty: | 60 |
| Certificate Validity Period: | 2 years |
| Available Languages: | English |
| 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: | Kryterion Webassessor Salesforce Certification Portal |
| 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: Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules |
| Topic 2: Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
| 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: Deploy & Optimize | 10% | - Perform testing and validation - Plan deployment and change management - Monitor performance and optimize operations |
Salesforce Contact Center Accredited Professional Sample Questions:
1. You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
A) Number of chat sessions handled by the bot versus live agents.
B) Average conversation length and time spent interacting with the bot.
C) Rate of successful resolutions achieved through bot interactions alone.
D) Customer satisfaction ratings and feedback specifically gathered about the bot experience.
2. Your scenario involves routing calls based on language spoken. Which feature facilitates this?
A) Custom Apex code defining language detection and routing logic.
B) Omni-Channel routing with skill mapping based on agent language proficiency.
C) Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
D) Phone Numbers configured with specific languages and automatic call routing.
3. You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?
A) Pilot migration testing the process with a small data sample before large-scale migration commences.
B) Phased migration migrating specific data subsets in stages to minimize service interruption.
C) Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
D) Full cutover migration transferring all data at once, followed by system downtime for configuration.
4. Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
A) Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
B) Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
C) Implement automated case categorization and routing to optimize agent utilization.
D) All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
5. For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
A) Skill-Based Routing Rules
B) Omni Channel Flows
C) Case Assignment Rule
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B |
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