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Updated: Sep 07, 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 |
| Available Languages: | English |
| Exam Price: | $150 USD (plus applicable taxes) |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Related Certifications: | Salesforce Accredited Professional Exams |
| Exam Duration: | 75 minutes |
| Exam Format: | Multiple-select, Multiple-choice |
| Passing Score: | 66% |
| Recommended Training: | Salesforce Contact Center Certification Learning Path |
| Exam Registration: | Salesforce Certification Exam Registration |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Scalable Architecture Design
|
| Implement | - Contact Center Configuration
| |
| Discovery | 20% | - Requirements Definition
|
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
A. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
C. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
Question 2
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
A. Average Handle Time
B. First Call Resolution(correct)
C. Average Wait Time
Question 3
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
A. Monitor customer satisfaction surveys completed after using self-service options.
B. Analyze average resolution times for cases initiated through self-service versus traditional channels.
C. Track the number of cases deflected by self-service compared to the total case volume.
D. All of the above, providing a comprehensive view of self-service effectiveness and user experience.
Question 4
The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
A. Field-Level Security
B. Two-Factor Authentication (2FA)
C. Encrypted Case Histories
Question 5
To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?
A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
B. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
C. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: A |
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