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Exam Code: AP-226

Exam Name: Contact Center Accredited Professional

Updated: Aug 03, 2026

Number: 209 Q&As 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
Exam Duration:	75 minutes
Real Exam Qty:	60
Certificate Validity Period:	No official expiration announced
Exam Price:	$150 USD
Related Certifications:	Salesforce Accredited Professional Exams Certification
Exam Format:	Multiple Choice, Scenario-based
Available Languages:	English
Passing Score:	66%
Sample Questions:	Salesforce AP-226 Sample Questions
Exam Way:	Online proctored or test center delivery through Kryterion Webassessor / Pearson VUE.
Pre Condition:	Recommended experience with Salesforce Service Cloud, Contact Center solutions, Digital Engagement, Omni-Channel, and related Salesforce technologies.
Official Syllabus URL:	https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement	41%	- Self-Service and Automation 1. Configure bots functionality 2. Configure case management functionality 3. Configure self-service functionality - Communication Channels 1. Configure Omni-Channel functionality 2. Configure messaging channels 3. Configure email functionality 4. Configure voice functionality - Core Contact Center Configuration 1. Configure business processes 2. Configure basic Contact Center functionality 3. Validate Contact Center metrics - Data and Migration 1. Determine data migration strategies 2. Validate integrations and configurations
Topic 2: Design	29%	- Contact Center Capabilities 1. Determine future functionality usage 2. Define persona-based user experiences 3. Evaluate standard Contact Center functionality - Solution Design 1. Apply standard data models and best practices 2. Design scalable and maintainable solutions 3. Map Contact Center functionalities to requirements - Implementation Planning 1. Define KPI measurement methods 2. Create release management strategies 3. Design implementation plans
Topic 3: Deploy	10%	- Deployment Planning 1. Identify deployment processes 2. Document cut-over requirements - Validation and Migration 1. Validate deployment requirements 2. Prepare systems for data migration
Topic 4: Discovery	20%	- KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements - Customer Use Cases and Stakeholders 1. Conduct customer discovery interviews 2. Define personas and stakeholders - Business Requirements 1. Analyze business processes and channels 2. Identify required features and capabilities 3. Determine routing logic requirements

Salesforce Contact Center Accredited Professional Sample Questions:

1. You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A) File attachments within Salesforce case records.
B) Salesforce Platform Events or Queues for real-time data streaming and storage.
C) External cloud storage with Salesforce integration.
D) Salesforce Content Management System (CMS) for document and asset management.

2. You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A) Ignoring minor inconsistencies to avoid delaying the migration timeline.
B) All of the above, depending on the severity and impact of the data inconsistencies encountered.
C) Implementing data cleansing scripts or manual data correction within Salesforce.
D) Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.

3. 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

4. Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A) Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
B) Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
C) All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
D) Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.

5. Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A) Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
B) All of the above, depending on the complexity of the desired IVR functionalities.
C) Process Builder sequences defining IVR menus and routing options based on caller selections.
D) Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

Solutions:

Question # 1
Answer: C

Question # 2
Answer: D

Question # 3
Answer: B

Question # 4
Answer: C

Question # 5
Answer: D

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