Free Salesforce Contact-Center Practice Exams Questions 2026  - TheExamsLabs

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).

Ursa Major Solar is advised by a consultant to utilize Continuous

Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not

familiar with it and are questioning the benefits it yields.

What should the consultant outline as the advantage of a Cl process to the

customer?

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this? 

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