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Last Updated: Sep 25, 2026

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Salesforce AP-226 Practice Q&A's

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Discovery20%- Understand contact center business requirements and goals
- Identify success metrics and KPIs
- Map customer journeys and interaction channels
Deploy & Optimize10%- Monitor performance and optimize operations
- Plan deployment and change management
- Perform testing and validation
Build & Configure35%- Implement Service Cloud Voice and telephony integration
- Set up Omni-Channel and routing rules
- Configure Service Cloud and Contact Center features
- Configure reporting, dashboards, and analytics
Design35%- Design omni-channel routing and assignment logic
- Design self-service and knowledge base integration
- Plan voice and digital engagement implementation
- Plan agent workspace and user experience

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

  • A. Customer Retention Rate
  • B. Customer Lifetime Value (CLTV)
  • C. Contact Center Conversion Rate
  • D. Number of Closed Won Deals
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #2

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

  • A. Customer Lifetime Value (CLTV)
  • B. Customer Effort Score (CES)
  • C. Net Promoter Score (NPS)
  • D. First Contact Resolution (FCR) Rate
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #3

The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

  • A. Customer Acquisition Cost (CAC)
  • B. Agent Resolution Rate
  • C. Average Cost per Case (CPAC)
  • D. Employee Turnover Rate
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #4

The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

  • A. Workflow Rules
  • B. Entitlement Management
  • C. Omni-Channel Routing
  • D. Case Escalation Matrix
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Question #5

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

  • A. Presence-based routing automatically assigning tasks based on agent availability.
  • B. Omni-Channel Presence States indicating online and offline agent status for different channels.
  • C. All of the above, working together for optimal multi-channel task assignment and routing.
  • D. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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