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: Feb 14, 2025

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Question 1

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 2

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to

Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

A : Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B : Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C : Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer: B

Question 3

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 4

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 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: Feb 14, 2025

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