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: Apr 27, 2026

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Question 1

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

Question 2

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 3

Your data migration timeline is tight. Which option helps expedite the process?

A : Manual data entry into Salesforce records for critical information.

B : Utilizing data migration tools with automation capabilities and bulk processing features.

C : Outsourcing the data migration process to experienced third-party vendors.

D : All of the above, depending on the resources available and the complexity of the migration project.

Answer: D

Question 4

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 5

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A : Presence-based routing automatically assigning tasks based on agent availability.

B : Omni-Channel Presence States indicating online and offline agent status for different channels.

C : Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D : All of the above, working together for optimal multi-channel task assignment and routing.

Answer: D

Page: 1 / 42

Total 207 Questions | Updated On: Apr 27, 2026

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