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: Oct 27, 2025

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Question 1

You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

D : All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer: D

Question 2

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

A : Extensive technical documentation and configuration guides.

B : Comprehensive change management and communication strategy.

C : End-to-end user training programs and support resources.

D : Development and testing of core functionalities before focusing on user experience.

Answer: C

Question 3

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A : Number of chat sessions handled by agents.

B : Total chat session duration divided by the number of sessions.

C : Time spent by agents actively engaged in chat sessions.

D : All of the above, depending on the desired AHT calculation scope and inclusivity.

Answer: D

Question 4

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A : Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B : Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C : Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D : All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Answer: D

Question 5

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

Page: 1 / 42

Total 207 Questions | Updated On: Oct 27, 2025

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