Free Salesforce Contact-Center Exam Questions
Absolute Free Contact-Center Exam Practice for Comprehensive Preparation
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Salesforce Contact-Center Exam Questions
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Provided By: Salesforce
- Exam: Contact Center Accredited Professional (AP-226)
- Certification: Salesforce Accredited Professional
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Total Questions: 207
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Updated On: Sep 22, 2026
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Rated: 4.9 |
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Online Users: 414
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Question 1
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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not
familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
Answer: B
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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
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Question 2
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The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal. Which Experience Cloud template should a consultant recommend
Answer: A
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Question 3
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You need to validate data migration accuracy and completeness. Which tool assists with this process?
Answer: D
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You need to validate data migration accuracy and completeness. Which tool assists with this process?
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Question 4
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Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
Answer: D
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Question 5
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Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Answer: D
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