Contact Center Accredited Professional: AP-226 Exam

"Contact Center Accredited Professional", also known as AP-226 exam, is a Salesforce Certification. With the complete collection of questions and answers, PrepPDF has assembled to take you through 209 Q&As to your AP-226 Exam preparation. In the AP-226 exam resources, you will cover every field and category in Accredited Professional Certification Certification helping to ready you for your successful Salesforce Certification.

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  • Exam Code: AP-226
  • Exam Name: Contact Center Accredited Professional
  • Certification Provider: Salesforce
  • Corresponding Certification: Accredited Professional Certification
  • Updated: Oct 11, 2026
  • No. of Questions: 209 Questions & Answers with Testing Engine
  • Download Limit: Unlimited
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Salesforce AP-226 Exam Syllabus Topics:

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

Salesforce Contact Center Accredited Professional Sample Questions:

You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

  • A. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
  • B. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
  • C. Einstein Search for intelligent article recommendations based on customer keywords and context.
  • D. Salesforce Knowledge articles with categorization and tagging for easy customer search.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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You need to validate automated case escalation. Which tool helps monitor and assess this process?

  • A. Supervisor Console providing insights into case status, queue information, and escalation triggers.
  • B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
  • C. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
  • D. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

  • A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
  • B. Create and assign a new Presence Status
  • C. The correct answer is Create and assign a new Presence Configuration.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

  • A. Automating case creation and assignment based on social media message content and customer profiles.
  • B. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
  • C. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
  • D. Pre-populating agent dashboards with relevant information about incoming social media interactions.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

  • A. Full system outage for complete implementation and configuration.
  • B. Rolling updates with gradual user onboarding to the new system.
  • C. Weekend or after-hours deployment to minimize impact on regular operations.
  • D. A combination of rolling updates and minimal downtime deployment techniques.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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