Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Instant Download Salesforce : AP-226
Check Updated on: Oct 27, 2026
No. of Questions: 209 Questions & Answers with Exam Engine
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Solution Design
|
| Discovery | 20% | - KPIs and Success Metrics
|
| Deploy | 10% | - Deployment Planning
|
| Implement | 41% | - Self-Service and Automation
|
Salesforce Contact Center Accredited Professional Sample Questions:
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?
- A. Scratch org (correct)
- B. Sandbox
- C. Source org
Correct Answer: A 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?
- A. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
- B. Create 10 service reports Select the objects Combine the service reports
- C. Create a custom report type Select four object relationships Select adal from extra objects
Correct Answer: C 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
- A. Customer Effort Score (CES)
- B. Number of Escalated Cases
- C. Agent Average AHT
- D. First Contact Resolution (FCR) Rate
Correct Answer: D 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
- A. Process Builder sequences defining escalation actions and notifications.
- B. Entitlements specifying service level agreements and associated escalation rules.
- C. Workflow Rules configured with escalation steps and case field conditions.
- D. Custom fields capturing escalation triggers like priority or SLA breaches.
Correct Answer: B 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
- A. Phased deployment migrating agents and customer access in groups to minimize service interruption.
- B. All of the above, depending on the platform integration complexity and desired downtime window.
- C. Parallel deployment running both platforms simultaneously until full migration to the new system.
- D. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
Correct Answer: B 🗳️
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