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Salesforce Salesforce-Contact-Center exam : Salesforce Contact Center Accredited Professional

Salesforce-Contact-Center Exam Questions
  • Exam Code: Salesforce-Contact-Center
  • Exam Name: Salesforce Contact Center Accredited Professional
  • Updated: Oct 11, 2026
  • Q & A: 210 Questions and Answers
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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
Topic 1
  • Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 2
  • Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3
  • Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 4
  • Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.

Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

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Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

  • A. Data Import Wizard with duplicate prevention settings during bulk data importing.
  • B. All of the above, working together to prevent duplicate records and ensure data integrity after migration.
  • C. Workflow Rules automatically triggering deduplication logic based on specific data fields.
  • D. Matching rules defining criteria for identifying and merging duplicate records.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

Question #2

You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

  • A. Automating case creation and assignment based on social media message content and customer profiles.
  • B. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
  • C. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
  • D. Pre-populating agent dashboards with relevant information about incoming social media interactions.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

Question #3

While the stakeholders might not be familiar with the term " Continuous Integration, " outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product ' s functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?

  • A. Public Groups
  • B. Mass Email
  • C. Experience Site
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

Question #4

Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?

  • A. Process Builder sequences dynamically updating and inserting personalized data into email content.
  • B. Merge fields in email templates linked to specific object fields containing customer information.
  • C. Einstein Content Recommendations suggesting relevant templates and content based on customer data.
  • D. Custom Apex code to programmatically insert customer data into email templates.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

Question #5

Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

  • A. Workflow Rules with email action steps triggered by case creation events.
  • B. Einstein Bots configured to send auto-replies and collect initial information from customers via email.
  • C. Process Builder sequences defining auto-reply steps and dynamic content insertion.
  • D. Entitlement Email Templates configured with automatic responses based on service level agreements.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for RealExamFree members. You can sign-up / login (it's free).

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