Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Instant Download Salesforce : AP-226 Questions & Answers as PDF & Test Engine
Updated: Sep 14, 2026
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement | 41% | - Data and Migration
|
| Deploy | 10% | - Validation and Migration
|
| Design | 29% | - Solution Design
|
| Discovery | 20% | - Business Requirements
|
Salesforce Contact Center Accredited Professional Sample Questions:
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?
- A. Cost savings achieved through operational efficiency and reduced call volume.
- B. Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
- C. Number of cases resolved, average handle time, and agent productivity metrics.
- D. All of the above, providing a holistic view of Contact Center impact on business goals.
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Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?
- A. Custom objects specifically designed for tracking agent performance metrics.
- B. User records for your contact center agents.
- C. Contact records for individual customer contacts.
- D. Account records representing your customer organizations.
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The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
- A. A Average response time, cost per call deflection rate, and employee training time
- B. Average handling time, number of calls answered, customer satisfaction sure and employer training time
- C. Revenue growth, number of repeat customers, net promoter score, and employment
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The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
- A. Customer Community
- B. Omni-Channel Routing
- C. Einstein Bots
- D. Case Management
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To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
- A. Average handling time, number of calls answered, customer satisfaction an training time
- B. Average response time, cost per call, deflection rate, and employee training lime
- C. Revenue growth number of repeat customers, net promoter source, and employer le
Explanation: Only visible for PassTestking members. You can sign-up / login (it's free).
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