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 22, 2026

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Question 1

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 2

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

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

The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

A : Develop extensive custom functionalities with high implementation and maintenance costs.

B : Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

C : Implement resource-intensive automations without considering their impact on operational cost.

D : Optimize agent schedules and routing based on real-time call volume and workload.

Answer: B

Question 5

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

Page: 1 / 42

Total 207 Questions | Updated On: Sep 22, 2026

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