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Updated: Aug 30, 2026
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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 Omni-Channel Accredited Professional Salesforce Service Cloud Accredited Professional |
| Certificate Validity Period: | 2 years |
| Exam Format: | Multiple Select, Multiple Choice |
| Available Languages: | English |
| Exam Price: | USD 150 |
| Passing Score: | 66% |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 |
| Recommended Training: | Service Cloud Voice Basics Salesforce Contact Center Accredited Professional Preparation |
| Exam Registration: | Kryterion Webassessor Salesforce Certification Portal |
| 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: Design | 35% | - 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 |
| Topic 2: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
| Topic 3: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
A. Implement custom dashboards with visualizations of overall case volume and agent performance.
B. Develop custom fields and reports to categorize cases by product and track resolution times per category.
C. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
D. Configure reports with filters to break down case resolution times by agent and case priority.
Question 2
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
A. Enter the existing number when creating the channel in production
B. Log a case with Salesforce Customer Support
C. Request a new number for the production org
Question 3
Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?
A. Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
B. Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
C. Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.
Question 4
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
A. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
B. Develop custom formulas to calculate customer loyalty and contract value score.
C. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
D. Configure case fields to capture customer tier and contract details for manual prioritization.
Question 5
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
B. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
C. Flow Builder with visual development environment for building complex automation and logic flows.
D. Apex code development for custom scripting and advanced workflow logic implementation.
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: A |
Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Related Certifications: | Salesforce Omni-Channel Accredited Professional Salesforce Service Cloud Accredited Professional |
| Certificate Validity Period: | 2 years |
| Exam Format: | Multiple Select, Multiple Choice |
| Available Languages: | English |
| Exam Price: | USD 150 |
| Passing Score: | 66% |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 |
| Recommended Training: | Service Cloud Voice Basics Salesforce Contact Center Accredited Professional Preparation |
| Exam Registration: | Kryterion Webassessor Salesforce Certification Portal |
| 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: Design | 35% | - 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 |
| Topic 2: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
| Topic 3: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
A. Implement custom dashboards with visualizations of overall case volume and agent performance.
B. Develop custom fields and reports to categorize cases by product and track resolution times per category.
C. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
D. Configure reports with filters to break down case resolution times by agent and case priority.
Question 2
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
A. Enter the existing number when creating the channel in production
B. Log a case with Salesforce Customer Support
C. Request a new number for the production org
Question 3
Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?
A. Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
B. Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
C. Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.
Question 4
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
A. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
B. Develop custom formulas to calculate customer loyalty and contract value score.
C. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
D. Configure case fields to capture customer tier and contract details for manual prioritization.
Question 5
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
B. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
C. Flow Builder with visual development environment for building complex automation and logic flows.
D. Apex code development for custom scripting and advanced workflow logic implementation.
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: A |
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