Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Instant Download Salesforce : AP-226
Check Updated on: Oct 13, 2026
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Solution Design
|
| Implement | 41% | - Self-Service and Automation
|
| Deploy | 10% | - Validation and Migration
|
| Discovery | 20% | - Customer Use Cases and Stakeholders
|
Salesforce Contact Center Accredited Professional Sample Questions:
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
Correct Answer: A 🗳️
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Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
- A. Flow Builder with chatbot elements for building conversational interfaces within flows.
- B. All of the above, providing various options for building and integrating chatbots into your self-service experience.
- C. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
- D. Einstein Bots with natural language processing and conversational AI capabilities.
Correct Answer: B 🗳️
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Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
- A. Digital Engagement and Social Studio
- B. Digital Engagement and ISV partner solution
- C. Social Customer Service and ISV partner solution
Correct Answer: A 🗳️
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The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
- A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
- B. Create and assign a new Presence Status
- C. The correct answer is Create and assign a new Presence Configuration.
Correct Answer: A 🗳️
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The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
- A. Release Notes
- B. Trailhead
- C. Premier Support
Correct Answer: C 🗳️
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