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: Jan 27, 2025

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Question 1

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 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

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 5

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

Page: 1 / 42

Total 207 Questions | Updated On: Jan 27, 2025

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