Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Contact Center Accredited Professional: AP-226 Exam Premium File as PDF & Test Engine
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Last Updated: Oct 11, 2026
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy | 10% | - Validation and Migration
|
| Topic 2: Implement | 41% | - Data and Migration
|
| Topic 3: Design | 29% | - Contact Center Capabilities
|
| Topic 4: Discovery | 20% | - Customer Use Cases and Stakeholders
|
Salesforce Contact Center Accredited Professional Sample Questions:
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
- A. Customer Effort Score (CES)
- B. Web Chat Engagement Rate
- C. Case Volume Deflection Rate
- D. Number of Knowledge Base Articles Viewed
Correct Answer: C 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
- A. Salesforce Flow
- B. LiveChat
- C. Einstein Bots
- D. DocuSign
Correct Answer: C 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
- A. Implement knowledge base suggestions and AI-powered case deflection tools.
- B. Integrate self-service options and chatbots for simple customer inquiries.
- C. Develop automated workflows for repetitive tasks and case escalations.
- D. All of the above, empowering agents with streamlined tools and automated processes.
Correct Answer: D 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
- A. Case Backlog Volume
- B. Number of Overdue Cases
- C. SLA Adherence Rate
- D. Average Time to Answer (ATA)
Correct Answer: C 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
- A. Production Ong and Test Sandbox
- B. Test Sandbox and Developer Sandbox
- C. Developer Sandbox and Production
Correct Answer: A 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
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