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: Jan 28, 2026

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Question 1

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A : Field-Level Security

B : Omni-Channel Routing

C : Einstein Analytics

D : Knowledge Base

Answer: A

Question 2

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C

Question 3

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 4

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

Question 5

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

Page: 1 / 42

Total 207 Questions | Updated On: Jan 28, 2026

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