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: Dec 18, 2025

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Question 1

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A : Number of chat sessions handled by agents.

B : Total chat session duration divided by the number of sessions.

C : Time spent by agents actively engaged in chat sessions.

D : All of the above, depending on the desired AHT calculation scope and inclusivity.

Answer: D

Question 2

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A : Sending test emails with sample data sets and manually checking for merge field accuracy.

B : Utilizing pre-configured Salesforce test cases for email merge field functionality.

C : Reviewing email delivery logs and checking for errors or missing data in merged fields.

D : Implementing Apex triggers to validate data integrity before triggering email sending actions.

Answer: A

Question 3

You need to validate automated case escalation. Which tool helps monitor and assess this process?

A : Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B : Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C : Supervisor Console providing insights into case status, queue information, and escalation triggers.

D : All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Answer: D

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

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A : Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B : Configuring clear opt-out options for customers within the chat window and on website landing pages.

C : Providing agents with readily available customer context and browsing history within the chat interface.

D : All of the above, contributing to a personalized and helpful proactive chat experience for website visitors

Answer: D

Page: 1 / 42

Total 207 Questions | Updated On: Dec 18, 2025

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