Free Practice Salesforce Contact-Center Exam Questions 2025

Stay ahead with 100% Free Salesforce Contact Center Accredited Professional (WI25) Contact-Center Dumps Practice Questions

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Total 207 Questions | Updated On: Jun 05, 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 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 3

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 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

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

Page: 1 / 42

Total 207 Questions | Updated On: Jun 05, 2025

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