Learn with Salesforce : AP-226 training material for 100% pass
Updated: Aug 29, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
Download Limit: Unlimited
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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Passing Score: | 66% |
| Exam Duration: | 75 minutes |
| Related Certifications: | Salesforce Accredited Professional Exams |
| Available Languages: | English |
| Exam Price: | $150 USD (plus applicable taxes) |
| Exam Format: | Multiple-choice, Multiple-select |
| 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 |
|---|---|---|
| Discovery | 20% | - Requirements Definition
|
| Design | 29% | - Solution Mapping
|
| Implement | - Contact Center Configuration
|
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
You're preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?
A. Testing access and download functionality for attached files within the new platform after the migration is complete.
B. Converting attachments to formats compatible with the new knowledge base system before the migration process.
C. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
D. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
Question 2
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
A. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
B. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
C. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
Question 3
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
A. Process Builder sequences defining IVR menus and routing options based on caller selections.
B. All of the above, depending on the complexity of the desired IVR functionalities.
C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
D. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Question 4
Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?
A. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
B. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
C. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
Question 5
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
A. LiveChat
B. DocuSign
C. Salesforce Flow
D. Einstein Bots
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: D | Question 5 Answer: D |
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