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Salesforce Salesforce-Contact-Center Exam With Confidence Using Practice Dumps

Exam Code:
Salesforce-Contact-Center
Exam Name:
Contact Center Accredited Professional (AP-226)
Certification:
Accredited Professional
Vendor:
Salesforce
Questions:
205
Last Updated:
Jan 27, 2026
Exam Status:
Stable
Salesforce Salesforce-Contact-Center

Salesforce-Contact-Center: Accredited Professional Exam 2025 Study Guide Pdf and Test Engine

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Contact Center Accredited Professional (AP-226) Questions and Answers

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Question 1

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Options:

A.

Routing Rules

B.

Skill-Based Routing

C.

Entitlements

D.

Omni-Channel Presence

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Question 2

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

Options:

A.

Customer Satisfaction (CSAT) Score

B.

Net Promoter Score (NPS)

C.

Average Contact Handle Time (AHT)

D.

Case Resolution Rate

Question 3

The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Options:

A.

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

B.

A Use Slack to allow agents to share best practices in responding to customer questions

C.

Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

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