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Last Updated: Oct 07, 2026
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Scalable Architecture Design
|
| Implement | - Contact Center Configuration
| |
| Discovery | 20% | - Requirements Definition
|
Salesforce Contact Center Accredited Professional Sample Questions:
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
- A. Establishing clear data ownership and access rights for users across the old and new platforms.
- B. Configuring data encryption for transferred information and user access with multi-factor authentication.
- C. Conducting pre-migration security audits and vulnerability assessments of both platforms.
- D. All of the above, contributing to a secure and controlled migration process with robust data protection.
Correct Answer: D 🗳️
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The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
- A. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
- B. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
- C. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
Correct Answer: A 🗳️
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The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.
- A. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
- B. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles? - C. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
- D. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
Correct Answer: A 🗳️
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You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?
- A. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
- B. Full cutover migration transferring all data at once, followed by system downtime for configuration.
- C. Phased migration migrating specific data subsets in stages to minimize service interruption.
- D. Pilot migration testing the process with a small data sample before large-scale migration commences.
Correct Answer: C 🗳️
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The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?
- A. The Messaging for Agents guided flow in the Service Console
- B. Quick Texts for Messaging in the Service Console
- C. Interactive Messaging Components in the Service Connect
Correct Answer: C 🗳️
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