Download Salesforce : AP-226 Questions & Answers as PDF & Test Software
Updated: Jun 03, 2026
No. of Questions: 209 Questions & Answers with Testing Engine
Download Limit: Unlimited
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AP-226 Practice Q&A's
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Salesforce Contact Center Accredited Professional Sample Questions:
1. The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?
A) Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
B) Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
C) Develop custom case fields and workflows to capture and track customer feedback internally.
D) Integrate with a third-party survey platform for customization and detailed analysis.
2. Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?
A) Service Cloud Voice, Omni-Channel, Service Console
B) Case Classification, Omni-Channel, Einstein Bots
C) Service Cloud Voice, Feedback Management, Einstein Boss
3. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?
A) All of the above, depending on the desired level of detail, visual representation, and data access.
B) Salesforce Reporting tools for generating detailed reports and data analysis.
C) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
D) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
4. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
A) Customer Effort Score (CES)
B) Number of Knowledge Base Articles Viewed
C) Case Volume Deflection Rate
D) Web Chat Engagement Rate
5. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
B) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
D) All of the above, providing options for diverse bot functionalities and integration flexibility.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: D |
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