Salesforce AP-226 Exam Details & Actual Exam Questions

  • Exam Code/Number: AP-226
  • Exam Name/Title: Contact Center Accredited Professional
  • Certification Provider: Salesforce
  • Corresponding Certification: Accredited Professional Certification
  • Exam Questions: 209
  • Updated On: Jul,01 2026
  • Certification Level: Accredited Professional

Salesforce Contact Center Accredited Professional Exam Questions

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Salesforce AP-226 Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Contact Center Accredited Professional
Exam Number:AP-226
Exam Duration:75 minutes
Exam Price:USD 150
Certificate Validity Period:2 years
Available Languages:English
Related Certifications:Salesforce Service Cloud Accredited Professional
Salesforce Omni-Channel Accredited Professional
Real Exam Qty:60
Exam Format:Multiple Choice, Multiple Select
Passing Score:66%
Sample Questions:Salesforce AP-226 Sample Questions
Exam Way:Online proctored or onsite testing center
Pre Condition:No mandatory prerequisites; recommended experience with Salesforce Service Cloud and contact center operations
Official Syllabus URL:https://trailhead.salesforce.com/credentials/contact-center-accredited-professional

Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Design35%- Plan agent workspace and user experience
- Design self-service and knowledge base integration
- Plan voice and digital engagement implementation
- Design omni-channel routing and assignment logic
Discovery20%- Understand contact center business requirements and goals
- Identify success metrics and KPIs
- Map customer journeys and interaction channels
Build & Configure35%- Configure Service Cloud and Contact Center features
- Set up Omni-Channel and routing rules
- Configure reporting, dashboards, and analytics
- Implement Service Cloud Voice and telephony integration
Deploy & Optimize10%- Monitor performance and optimize operations
- Plan deployment and change management
- Perform testing and validation


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