Salesforce for Customer Service test

This test can be used to assess knowledge of Salesforce, with a particular focus on its use for customer service purposes. In particular, this test will cover skills ranging from simple CRM customization and managing properties to ticket management best practices, as well as automation possibilities.

Job Specific
7 min.
Job Specific
7 min.
Covered skills
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This test is relevant for
Customer Relations Manager
Customer service agent
Salesforce for Customer Service
Sébastien Rousseau

Expert in Salesforce for Customer Service

Sébastien Rousseau
Salesforce senior manager & trainer chez Capitole Finance-Tofinso (Groupe BPCE)

Sébastien, a CRM expert, certified Admin and SC Salesforce Consultant since 2012, is a Consultant, Trainer and Architect. As the co-founder of a start-up specializing in invoicing distributed on the Appexchange, he is fully proficient in the technological environment and ecosystem of the vendor Salesforce. He currently manages high added value projects for the banking sector. As an educator, he teaches at a business school to connect customer relations with the DNA of future salespeople.

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Salesforce Test: Assess and Hire the Best Candidates

Assessment is the key to success when hiring professionals. Knowing their skills, abilities and potential can help you make the best decision for your team. The Salesforce test is a great way to assess candidates.

Salesforce covers a wide range of topics, from customer service to technical knowledge. By taking the time to administer this test, you'll be able to identify the top performers and make sure they're the right fit for your company.

What Is a Salesforce Test?

Salesforce is a leading customer relationship management (CRM) software. As such, the Salesforce test aims to assess a candidate's knowledge of the software and their ability to use it effectively.

It also tests for customer service skills and technical aptitude. Those features make it the perfect assessment tool for anyone looking to hire Salesforce professionals.

How To Use Salesforce Tests in the Hiring Process

The main aim of every business is to ensure customer satisfaction. To achieve that goal, you need a team of highly skilled and knowledgeable employees. The need for efficient CRM systems has never been higher.

Salesforce testing is the best way to find the most qualified candidates. By using these tests, you can ensure that the person you're hiring has the skills and abilities to excel in their role.

Skilled workers will save you time and money and ensure that your team works with the best possible candidates.

The Scope Of Salesforce Testing

Salesforce tests can be used to assess a wide range of skills. These include:

Unit Testing

Done mainly by developers to test individual units of code, these tests can apply to any scenario. Instead, they assess the functionality of the code itself. The unit exam is a vital test to run because it can identify errors early in the development process.

System Testing

Quality assurance (QA) teams use system tests to assess the end-to-end functionality of the Salesforce application.

Since the testers do not understand the code, they conduct Black Box Testing, which assesses the system from an external perspective without delving into its inner workings.

User Acceptance Testing

Once employees develop and test the system, it's time for user acceptance testing (UAT), which happens to make sure that the application meets the needs of the end-users. UAT evaluates all aspects of a software system to ensure compliance with the technical, aesthetic and business requirements.

UAT tests are divided into two categories:

  • User Acceptance Testing: checks compliance with all performance standards from an end-user perspective.
  • Business Acceptance Testing: assesses the system's compliance with all business requirements.

Production Testing

Both the end-users and the quality assurance team must be satisfied with the system before it can go live. Workers conduct production testing to ensure that everything is working as it should and that the system can handle real-world conditions.

It's crucial to note that production testing is different from UAT. While people perform UAT tests in a controlled environment, they conduct production testing in a live environment. The difference in environments allows for a more accurate assessment of the system's capabilities.

Regression Testing

Employees also run a regression test to ensure that changes made to the system haven't caused any new bugs or errors.

These types are essential tests to run because they can help you identify issues early on. By conducting regression tests, you can be confident that the system is stable and free of errors.

How To Assess and Use Salesforce Test for Hiring

To ensure the candidate(s) you’re interested in hiring have the skills needed to satisfy customers, first assess how viable they’re depending on the responsibilities of the position they are applying for.

Next, give them a Salesforce test that’ll help you determine their knowledge of the software and ability to use it effectively. A comprehensive Salesforce test will cover the following skills:

Technical Skills

The majority of Salesforce roles require a certain level of technical skills. Give them a test that covers the following topics to assess a candidate's fundamental understanding of the system

Database Fundamentals

This area assesses a candidate's understanding of basic database concepts, which include tables, records, fields, relationships and the basic Salesforce database schema.

This section often asks questions relating to the candidate's ability to describe various types of relationships available in Salesforce and understand basic concepts such as "junction objects" and Service Cloud Console.

Cloud Computing

Since Salesforce is a major player in the cloud computing space, candidates need to understand the basic concepts of cloud computing. A cloud computing test portion includes topics such as "SaaS," "PaaS" and "IaaS." Candidates should also be familiar with the various benefits of cloud computing, such as scalability and cost-effectiveness.

Salesforce Features

To use Salesforce effectively, candidates should have a solid understanding of the various available features in the system.

Testing for this area often covers the Salesforce data model, standard and custom objects, fields, record types, page layouts, process builder and visual workflow.


Apart from just understanding the technical aspects of Salesforce, candidates should also be able to identify potential solutions for various business problems. Such remedies include familiarity with the various Salesforce products, Salesforce cloud, business process automation, and integration.

By assessing a candidate's knowledge in these areas, you’ll be able to determine if they have the potential to be a valuable asset to your team.


A competent Salesforce professional should also be able to demonstrate their skills by working on a real-world project. The results will allow you to see how they apply their knowledge in a practical setting.

When assessing candidates, be sure to ask about any Salesforce projects they have worked on in the past. If possible, try to get your hands on a copy of the project so you can see for yourself how they did.

These skills are essential for any Salesforce professional:

Project Management

Asking questions about a candidate's project management skills is a great way to assess their ability to handle vital tasks like planning, scheduling, risk management and resource allocation.

By testing for these skills, you’ll be able to determine if the candidate can manage a Salesforce project from start to finish.

Business Analysis

Another essential skill for Salesforce professionals is analyzing business requirements and understanding the customer's needs, which includes identifying the various stakeholders involved in a project, understanding their goals and translating them into achievable objectives.

Asking about the requirements gathering process will give you a good idea of how well the candidate can understand the customer's needs.

Tools and Technologies

There are numerous project management tools and technologies available in the Salesforce ecosystem. Candidates should have a good understanding of these tools and technologies to use them effectively.

Some of Salesforce's popular tools and technologies include Apex, Visualforce, Lightning, Einstein Analytics, and Heroku.

Recruiting for Salesforce

There are several tips for recruiting the best Salesforce candidates.

Build a Strong Employer Brand

Serious Salesforce professionals are in high demand and will often have multiple offers. To attract the best candidates, you need to ensure that your company is an attractive employer.

The best way to gain interest is to build a strong employer brand. You can make an effective brand by creating positive employee experiences, promoting your company culture and providing competitive compensation and benefits.

Use the Right Channels

When recruiting Salesforce professionals, it’s essential to use the proper channels like online job boards, LinkedIn and professional networking events.

It’s also a good idea to get in touch with Salesforce User Groups (SUGs) as they can be a great source of talent.

Create An Appealing Job Description

When creating a job description, be sure to highlight the skills and experience you are looking for. Selling your role to candidates is crucial to attracting the best talent.

Include information about your company culture, perks and benefits in the job description to make it more appealing to potential candidates. Bridge the Salesforce talent gap by detailing what you're looking for and what your company can offer in return.

Ask The Right Questions

During the interview process, asking the right questions is crucial to assessing a candidate's fit for the role. Customer service questions are a great way to test soft skills such as empathy and problem-solving ability.

For technical roles, ask about the candidate's experience with specific tools and technologies. Asking them to walk you through a project they have worked on in the past is also a good idea.

Improve HR Interview Skills

Salesforce interviews can be challenging, especially for HR professionals unfamiliar with the platform. To improve your interview skills, it’s crucial to understand the basics of Salesforce.

Preparing a script of competency-based questions is also a good idea.

Outlining questions in advance will help you structure the interview and assess the candidate's skills more efficiently.

Scheduling screening interviews will also help narrow down the pool of candidates more quickly, and the hiring manager will not have to spend as much time interviewing candidates who lack the necessary skills.

Salesforce Test: Considerations for Recruiters

Recruiters can make or break a company's success in finding top Salesforce talent.

To find the best candidates, it’s vital to consider the following:

Software Assisted Recruiting

There is a lot of competition for Salesforce roles, so you must use every tool at your disposal. Software-assisted recruiting can help you to automate repetitive tasks, such as job postings and candidate screening.

Streamlining part of the process will free up your time to focus on more vital tasks like building relationships with candidates and assessing their skills.

Consider using a tool like Salesforce Recruitment Cloud to help you with your recruiting efforts.

In-Demand Skills

When recruiting for Salesforce roles, you must consider the most in-demand skills. Keep up-to-date with the latest Salesforce releases so that you can identify the skills that'll be necessary in the future. Identifying skills will help you to find candidates who have the potential to be leaders in their field.

Attracting Passive Candidates

To find the best Salesforce talent, managers should attract passive candidates. You can accomplish this task by networking with professionals in the Salesforce community and attending industry events.

It is also a good idea to use social media to reach out to potential candidates. Candidates who aren’t actively looking for a new role may be more likely to respond to a message on LinkedIn than a job posting.

When recruiting for Salesforce roles, consider using a mix of active and passive candidate sourcing strategies. Utilizing several techniques will help you cast a wider net and find the best talent for your organization.

Potential For Growth

Understanding talent beyond the resume is essential when recruiting for Salesforce roles.

To assess a candidate's potential for growth, it is necessary to ask about their career aspirations and motivation for wanting the role. It is also a good idea to give them a chance to share their views about the company's future direction.

Asking questions about their previous experience with Salesforce is also an excellent way to get an idea of their growth potential. If they can share examples of how they have helped grow a company in the past, they are likely to be a good fit for a Salesforce role.

Remote Talent

With the rise of the gig economy, more people are working remotely, which is a trend especially prevalent in the Salesforce community.

When recruiting for Salesforce roles, don't limit yourself to local candidates. With the right tools and processes in place, remote workers can be just as productive as employees who work in an office.


When recruiting for Salesforce roles, it’s vital to consider diversity. A diverse workforce can bring a range of perspectives and ideas to the table, which can help to drive innovation.


Salesforce testing is a great way to assess and hire the best candidates. By using a mix of active and passive sourcing strategies, you can reach a wider talent pool. If you follow the tips in this guide, you're sure to find the best Salesforce talent for your organization.

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