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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:
Apr 15, 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

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a

challenge for some of the new hire agents.

What should an administrator add in Omni-Channel settings to allow

ramp-up time for UMS's junior agents to handle only two chat requests at a

time?

Options:

A.

Create and assign a new Presence Configuration. Create and apply a new

B.

Routing Configuration.

C.

Create and assign a new Presence Status

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Question 2

The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case

gets reassigned to a higher support tier if it is not resolved within a given

service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

Options:

A.

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

B.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

C.

The consultant should propose creating an Escalation Rule Entry to set up

Question 3

The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

Options:

A.

Zoom

B.

Genesys Cloud CX

C.

Google Cloud AI

D.

Zendesk

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