Free Salesforce AP-226 Exam Questions

Become Salesforce Certified with updated AP-226 exam questions and correct answers

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Total 207 Questions | Updated On: Mar 12, 2026

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Question 1

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the mostsuitable recommendation for Ursa Major Solar based on the given scenario is:Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer forsimilar questions.Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additionalrequirement when the contact center is closed for a holiday to not apply escalation rules or milestones duringthis timeHow should a consultant recommend implementing this requirement?

A : Set up Support Holidays to specify holidays.

B : Create an Apex trigger to check agent holidays

C : Create additional holiday rules in the SLAs

Answer: A

Question 2

You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

D : All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer: D

Question 3

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

A : Average Contact Handle Time (AHT)

B : First Contact Resolution (FCR) Rate

C : Customer Satisfaction (CSAT) Score

D : Net Promoter Score (NPS)

Answer: C

Question 4

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

A : Help Center

B : Customer Service

C : Customer Account Portal

Answer: A

Question 5

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A : Integrate with a third-party survey platform for customization and detailed analysis.

B : Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C : Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D : Develop custom case fields and workflows to capture and track customer feedback internally.

Answer: B

Page: 1 / 42

Total 207 Questions | Updated On: Mar 12, 2026

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