Try Salesforce : AP-226 valid & accurate questions and answers
Updated: Jul 06, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
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Salesforce Contact Center Accredited Professional Sample Questions:
1. The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
A) Flow Settings
B) Case Owner Settings
C) Task Settings
2. The customer needs advanced customization for specific workflows. Which option provides flexibility?
A) Third-party development
B) Custom Apex coding
C) Salesforce Flow
D) Out-of-the-box configuration
3. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
4. You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?
A) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
B) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
C) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
D) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
5. The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
A) Employee Turnover Rate
B) Agent Resolution Rate
C) Customer Acquisition Cost (CAC)
D) Average Cost per Case (CPAC)
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
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