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Salesforce AP-226 Value Package

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Exam Code: AP-226
Exam Name: Contact Center Accredited Professional
No. of Questions: 209 Questions and Answers
Updated: Oct 07, 2026

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Salesforce AP-226 Exam Syllabus Topics:

Section

Weight

Objectives

Topic 1: Discovery

20%

- Requirements Definition

1. Define channel and routing requirements
2. Map use cases to features and systems

- Customer Use Case Analysis

1. Conduct requirement interviews
2. Identify personas and stakeholders

- Success Metrics

1. Identify KPIs aligned to business goals

Topic 2: Implement

- Contact Center Configuration

1. Set up core Contact Center features
2. Configure operational components

Topic 3: Design

29%

- Scalable Architecture Design

1. Apply standard data models
2. Design maintainable Contact Center solutions

- Solution Mapping

1. Map Contact Center features to requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

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. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
C. All of the above, providing options for diverse bot functionalities and integration flexibility.
D. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.

Reveal Solution Discussion 0

Correct Answer: C 🗳️