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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Related Certifications: | Salesforce Service Cloud Accredited Professional Salesforce Omni-Channel Accredited Professional |
| Exam Duration: | 75 minutes |
| Available Languages: | English |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Price: | USD 150 |
| Passing Score: | 66% |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 60 |
| Recommended Training: | Salesforce Contact Center Accredited Professional Preparation Service Cloud Voice Basics |
| Exam Registration: | Salesforce Certification Portal Kryterion Webassessor |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | No mandatory prerequisites; recommended experience with Salesforce Service Cloud and contact center operations |
| Official Syllabus URL: | https://trailhead.salesforce.com/credentials/contact-center-accredited-professional |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Perform testing and validation - Plan deployment and change management |
| Topic 2: Discovery | 20% | - Identify success metrics and KPIs - Understand contact center business requirements and goals - Map customer journeys and interaction channels |
| Topic 3: Design | 35% | - Design self-service and knowledge base integration - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic |
| Topic 4: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration |
Salesforce Contact Center Accredited Professional Sample Questions:
1. Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
A) Documenting API configurations and connection details for external integrations after successful migration and testing.
B) Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
C) All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
D) Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
2. The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
A) Proceed with the release despite technical issues, as per the planned schedule.
B) Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
C) Ignore the technical issues and hope they resolve themselves after release.
D) Delay the release to ensure complete resolution of technical issues before deployment.
3. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
A) Case Volume Deflection Rate
B) Number of Knowledge Base Articles Viewed
C) Customer Effort Score (CES)
D) Web Chat Engagement Rate
4. Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
A) Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
B) Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
C) Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
5. The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
A) Routing Rules
B) Omni-Channel Presence
C) Skill-Based Routing
D) Entitlements
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
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