Contact Center Accredited Professional: AP-226 Exam

"Contact Center Accredited Professional", also known as AP-226 exam, is a Salesforce Certification. With the complete collection of questions and answers, PrepPDF has assembled to take you through 209 Q&As to your AP-226 Exam preparation. In the AP-226 exam resources, you will cover every field and category in Accredited Professional Certification Certification helping to ready you for your successful Salesforce Certification.

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Exam Code: AP-226
Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
Updated: Sep 26, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement	41%	- Data and Migration 1. Determine data migration strategies 2. Validate integrations and configurations - Communication Channels 1. Configure voice functionality 2. Configure messaging channels 3. Configure Omni-Channel functionality 4. Configure email functionality - Self-Service and Automation 1. Configure bots functionality 2. Configure self-service functionality 3. Configure case management functionality - Core Contact Center Configuration 1. Configure business processes 2. Validate Contact Center metrics 3. Configure basic Contact Center functionality
Topic 2: Deploy	10%	- Deployment Planning 1. Identify deployment processes 2. Document cut-over requirements - Validation and Migration 1. Validate deployment requirements 2. Prepare systems for data migration
Topic 3: Discovery	20%	- Business Requirements 1. Analyze business processes and channels 2. Determine routing logic requirements 3. Identify required features and capabilities - Customer Use Cases and Stakeholders 1. Define personas and stakeholders 2. Conduct customer discovery interviews - KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements
Topic 4: Design	29%	- Implementation Planning 1. Create release management strategies 2. Design implementation plans 3. Define KPI measurement methods - Contact Center Capabilities 1. Determine future functionality usage 2. Define persona-based user experiences 3. Evaluate standard Contact Center functionality - Solution Design 1. Design scalable and maintainable solutions 2. Apply standard data models and best practices 3. Map Contact Center functionalities to requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A. Attachments
B. Custom file storage solution
C. Salesforce Files

Reveal Solution Discussion 0

Correct Answer: C 🗳️