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Salesforce Contact Center Accredited Professional : AP-226 valid dump torrent
- Exam Code: AP-226
- Exam Name: Contact Center Accredited Professional
- Updated: Oct 05, 2026
- Q&As: 209 Questions and Answers
About Salesforce Contact Center Accredited Professional : AP-226 Real Exam
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
| Topic 2: Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| Topic 3: Design | 35% | - Design omni-channel routing and assignment logic - Plan agent workspace and user experience - Design self-service and knowledge base integration - Plan voice and digital engagement implementation |
| Topic 4: Build & Configure | 35% | - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features |
Salesforce Contact Center Accredited Professional Sample Questions:
Question #1
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
- A. Zendesk
- B. Genesys Cloud CX
- C. Zoom
- D. Google Cloud AI
Correct Answer: D 🗳️
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Question #2
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?
- A. Provision a long code phone number on least 2 weeks before golive
- B. Provision a short code phone number at least 8 weeks before golive
- C. Provision a toll free phone number at least 8 weeks before golive
Correct Answer: A 🗳️
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Question #3
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
- A. Ignoring minor inconsistencies to avoid delaying the migration timeline.
- B. Implementing data cleansing scripts or manual data correction within Salesforce.
- C. All of the above, depending on the severity and impact of the data inconsistencies encountered.
- D. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
Correct Answer: D 🗳️
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Question #4
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
- A. Exporting reports and dashboards for external access via email or file sharing platforms.
- B. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
- C. Custom Apex development for building secure data sharing portals with granular access controls.
- D. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
Correct Answer: B 🗳️
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Question #5
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?
- A. Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
- B. Number of cases resolved, average handle time, and agent productivity metrics.
- C. All of the above, providing a holistic view of Contact Center impact on business goals.
- D. Cost savings achieved through operational efficiency and reduced call volume.
Correct Answer: C 🗳️
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