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 09, 2026
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Customer Use Case Analysis
|
| Implement | - Contact Center Configuration
| |
| Design | 29% | - Scalable Architecture Design
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
- A. Reports & Dashboards
- B. Einstein Discovery
- C. Field History Tracking
- D. Process Builder
Correct Answer: A 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
- A. Average Contact Handle Time (AHT)
- B. Customer Satisfaction (CSAT) Score
- C. Net Promoter Score (NPS)
- D. Case Resolution Rate
Correct Answer: C 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
- A. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
- B. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
- C. All of the above, forming a multi-layered security approach for data exchange with external systems.
- D. API authentication mechanisms ensuring authorized access and verification for data exchange.
Correct Answer: C 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
- A. Average Time to Answer (ATA)
- B. Case Backlog Volume
- C. Number of Overdue Cases
- D. SLA Adherence Rate
Correct Answer: D 🗳️
Explanation: Only visible for TestKingFree members. You can sign-up / login (it's free).
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
- A. Develop automated workflows for repetitive tasks and case escalations.
- B. Integrate self-service options and chatbots for simple customer inquiries.
- C. All of the above, empowering agents with streamlined tools and automated processes.
- D. Implement knowledge base suggestions and AI-powered case deflection tools.
Correct Answer: C 🗳️
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