Free Salesforce Contact-Center Exam Questions

Become Salesforce Certified with updated Contact-Center exam questions and correct answers

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Total 207 Questions | Updated On: Sep 11, 2025

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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

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 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

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Question 5

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

Page: 1 / 42

Total 207 Questions | Updated On: Sep 11, 2025

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