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: Apr 28, 2026

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Question 1

To streamline communication and clarify case conversation history for an insurance company handling a highvolume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, withcareful consideration of Chatter's limitations:A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A : Average Cases per Agent

B : Average Resolution Time

C : Average Handle Time

Answer: C

Question 2

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A : Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B : Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C : Gather agent feedback through surveys and workshops to understand pain points and suggest improvements

D : All of the above, combining data-driven insights with customer and agent feedback for continuous optimization

Answer: D

Question 3

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 4

The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

A : Custom fields capturing escalation triggers like priority or SLA breaches.

B : Workflow Rules configured with escalation steps and case field conditions.

C : Process Builder sequences defining escalation actions and notifications.

D : Entitlements specifying service level agreements and associated escalation rules.

Answer: D

Question 5

The customer requires advanced customization for specific workflows. What is the best approach?

A : Out-of-the-box configuration

B : Salesforce Flow

C : Third-party development

D : Custom Apex coding

Answer: D

Page: 1 / 42

Total 207 Questions | Updated On: Apr 28, 2026

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