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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 35% | - Plan voice and digital engagement implementation - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Topic 2: Discovery | 20% | - Map customer journeys and interaction channels - Identify success metrics and KPIs - Understand contact center business requirements and goals |
| Topic 3: Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| 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:
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
- A. Salesforce Content Management System (CMS) for document and asset management.
- B. File attachments within Salesforce case records.
- C. External cloud storage with Salesforce integration.
- D. Salesforce Platform Events or Queues for real-time data streaming and storage.
Correct Answer: C 🗳️
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
- A. Utilize Process Builder with predefined rules for email notifications based on case updates.
- B. Implement Einstein Bots to handle email communication and automate basic customer interactions.
- C. Configure outbound email integrations with pre-built templates for invoices and case summaries.
- D. Develop custom Apex code for automated email triggers and attachments.
Correct Answer: A 🗳️
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
- A. Utilize Trailhead online modules and Salesforce documentation for independent learning.
- B. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
- C. Develop custom training materials and conduct internal workshops for agent familiarization.
- D. Leverage partner resources and certified consultants for specialized training and implementation guidance.
Correct Answer: B 🗳️
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
- A. Flow Builder with social media connectors for creating automated processes in response to social interactions.
- B. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
- C. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
- D. Salesforce Social Studio for managing social media engagement and customer inquiries.
Correct Answer: B 🗳️
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).
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. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
- D. All of the above, working together for optimal multi-channel task assignment and routing.
Correct Answer: D 🗳️
Explanation: Only visible for PassCollection members. You can sign-up / login (it's free).






