Try and practice the latest Salesforce : Salesforce-Contact-Center real questions & answers
Updated: Oct 13, 2026
No. of Questions: 210 Questions & Answers with Testing Engine
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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
Salesforce Salesforce-Contact-Center Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | Salesforce-Contact-Center (AP-226) |
| Related Certifications: | Salesforce Certified Administrator Salesforce Certified Service Cloud Consultant |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 |
| Passing Score: | 66% |
| Certificate Validity Period: | 2 years |
| Exam Format: | Multiple-select, Multiple-choice |
| Available Languages: | English |
| Exam Price: | USD 150 |
| Recommended Training: | Salesforce Contact Center Accredited Professional Exam Guide Trailhead: Contact Center Accredited Professional Trailmix |
| Exam Registration: | Salesforce Trailhead Academy |
| Sample Questions: | Salesforce Salesforce-Contact-Center Sample Questions |
| Exam Way: | Online proctored exam, delivered via Partner Learning Camp |
| Pre Condition: | No mandatory prerequisites; recommended experience with Salesforce Service Cloud, Omni-Channel, and contact center operations |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
- A. Custom Apex Code
- B. Case Classification
- C. Entitlements
- D. Case Escalation Rules
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Cert members. You can sign-up / login (it's free).
Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
- A. Making the dashboard easily accessible and readily available within the agent interface.
- B. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
- C. Providing comprehensive training on the dashboard features and metrics for agents.
- D. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
Correct Answer: B 🗳️
Explanation: Only visible for Actual4Cert members. You can sign-up / login (it's free).
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
- A. Contact records for individual customer contacts.
- B. User records for your contact center agents.
- C. Custom objects specifically designed for tracking agent performance metrics.
- D. Account records representing your customer organizations.
Correct Answer: C 🗳️
Explanation: Only visible for Actual4Cert members. You can sign-up / login (it's free).
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
- A. Salesforce Platform Events or Queues for real-time data streaming and storage.
- B. External cloud storage with Salesforce integration.
- C. File attachments within Salesforce case records.
- D. Salesforce Content Management System (CMS) for document and asset management.
Correct Answer: B 🗳️
Explanation: Only visible for Actual4Cert 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. Number of Overdue Cases
- C. Case Backlog Volume
- D. SLA Adherence Rate
Correct Answer: D 🗳️
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