Practice AP-226 Exam Online

Question 1

To streamline communication and clarify case conversation history for an insurance company handling a high

volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with

careful 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

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 3

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A : Omni-Channel Routing

B : Case Management

C : Einstein Bots

D : Customer Community

Answer: B

Question 4

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A :

Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates

B :

Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

C :

Manually comparing case details and identifying duplicates for removal or merging before data migration.

D :

All of the above, depending on the complexity and desired level of automation for duplicate case handling.

Answer: D

Question 5

You need to validate data migration accuracy and completeness. Which tool assists with this process?

A : Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B : Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C :

Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D : All of the above, offering various methods for comparing and verifying data accuracy after migration.

Answer: D

Name:	Contact Center Accredited Professional
Exam Code:	AP-226
Certification:	Salesforce Accredited Professional
Vendor:	Salesforce
Total Questions:	207
Last Updated:	Sep 02, 2026

Salesforce AP-226 Answers