Salesforce Credentialing and Certification Program Agreement and Code of Conduct

Learn more about the Salesforce Credentialing and Certification Program Agreement and Code of Conduct, including its policies and consequences for violating the Program Agreement and Code of Conduct.

Table of Contents

Salesforce Credentialing and Certification Program Agreement
Consequences for Violating the Program Agreement and Code of Conduct 
Recommendations for Credentialing and Certification Program Participants
What’s Prohibited for Salesforce Credentialing and Certification Program Participants Online-Proctoring Policies, Test-Taking Policies, and Code of Conduct

Salesforce Credentialing and Certification Program Agreement

At Salesforce, Trust is our #1 value. Ensuring the value and integrity of the Salesforce family of companies’ credential programs (Salesforce Credentials) is one of our top priorities when it comes to delivering highly sought-after credentials in the industry. 

Protecting the security of Salesforce Credentials is up to all of us, and Salesforce has a zero-tolerance policy for misconduct related to certification exams. By participating in the Salesforce Credentialing and Certification Program, you agree: 

(a) to the Salesforce Program Agreement and Acceptable Use Policy;
(b) to this Code of Conduct; 
(c) to all applicable voucher and coupon terms per the Certification Voucher Policies FAQ Help Article;
(d) that Salesforce does not provide item level feedback on exams;
(e) that all questions, answers, configured solutions, and your answers to exam questions are considered property of Salesforce; and
(f) that Salesforce may use statistical data and analyze exam data to detect and determine suspicious behavior. If Salesforce detects suspicious behavior related to a candidate, we may require the candidate to retake the subject exam(s), even if the candidate initially received a passing result and was granted a credential. We reserve the right to revoke said credential until the subject exam(s) is retaken and the candidate passes the subject exam without detection of suspicious behavior.

It is your responsibility to ensure that you do not cause or contribute to a violation of this Code of Conduct. It is also your responsibility to review and abide by all of the guidelines for in-person and online proctored certification exams, including technical requirements and the requirements set forth for the exam environment.

If Salesforce believes a candidate is likely to have violated or has violated this Code of Conduct, Salesforce reserves the right to take any reasonable actions it deems appropriate in the circumstances, such as the examples of actions described below, without warning or further explanation. Subject to applicable law, decisions are final and the candidate will not be eligible for a refund or other compensation in such circumstances.

Consequences for violating the Program Agreement and Code of Conduct include but are not limited to:

• Cancellation of the suspended or upcoming certification exams
• Cancellation of any examsRequiring a candidate to reattempt a performance-based or certification exam
• Revoking the ability to take online proctored exams and requiring candidates to go to testing centers to complete all future Salesforce Certification exams
• Suspension from taking any and/or all certification exams for 90 days or more (The time period will be designated by Salesforce and communicated via email.)
• Revocation of earned certifications (If Salesforce revokes a certification and/or certification, you will not be able to attempt to earn said certification and/or credential again unless other instructions are given at the time it is revoked.)
• Removal from any and all Salesforce Credentialing and Certification Programs

If your exam is flagged, Salesforce will inform you that your exam session is under investigation via email. If Salesforce provides such notice, you are prohibited from taking any subsequent certification exam until we notify you otherwise.

Subject to applicable laws and any statutory rights you may be entitled to, Salesforce will not issue refunds or vouchers for canceled exams or revoked certifications when there is evidence of a violation of the Salesforce Credentialing and Certification Program Agreement and/or Code of Conduct.

Salesforce strongly recommends Credentialing Program participants:

• Use Salesforce-recommended study materials available on Trailhead to prepare for your certification exam, including certification exam guides, trailmixes/trails, and Trailhead Academy courses.
• Collaborate with other Trailblazers in the Trailblazer Community by joining a Community Group and finding a study buddy and/or mentor.
• Visit the Salesforce Help site and ask Agentforce for information about how to earn or maintain a certification.
• Submit a case to the Credential Security team if you become aware of any activity that is likely to breach or has breached credential program security.
  
  
  

Salesforce Credentialing Program participants are prohibited from:

• Causing or contributing to an actual or suspected breach of the Program Terms, Code of Conduct, or any applicable Certification Voucher Policies
• Sharing, using, or selling exam content in any format (including content that you memorize) with anyone else, in any way, including content that they find online, shared documents, in discussion groups, forums, chat rooms, unauthorized study sites, or blogs
• Creating or using multiple exam Trailblazer Profiles and/or Trailhead Academy accounts (Submit a case with Trailhead Help to merge any existing multiple accounts.)
• Sharing or using a third party’s login credentials used to register for or earn any Salesforce Credentials
• Circumventing the Retake Policy for Salesforce Certification Exams
• Attempting to share, transfer, or earn any Salesforce Credential on another individual’s behalf
• Modifying, altering, and misrepresenting the results and score report for an exam
• Selling, transferring, or otherwise sharing voucher and coupon codes for certification exams
• Using a voucher or coupon for an unapproved or unintended purpose
• Retaking a certification exam they previously passed, unless the credential is expired
• Providing false or misleading information to Salesforce
• Engaging in any other behavior that compromises, is likely to compromise, or attempts to circumvent Salesforce’s policies and/or the integrity of Salesforce Credentialing Programs or third-party vendors used by Salesforce
  
  
  

Online-Proctoring Policies, Test-Taking Policies, and Code of Conduct

Your testing area must meet the following requirements:

• The testing area must be well lit, quiet, and free from any activity other than testing.
• The testing environment must be clutter free and contain only the equipment needed for testing.
• The proctor must be able to see from your shoulders to the top of your head.
• Additional monitors need to be covered or turned around.
• You need to be the only person in the testing environment.

In addition you must also comply with all applicable Salesforce proctor vendor terms and requests, including adjusting lighting, panning your testing environment, and removing items as requested.

Candidates are prohibited from:

• Offering, receiving, or asking for help during a certification exam
• Providing false or fraudulent identification, including when taking a certification exam
• Reading the exam out loud
• Having an unauthorized person present in the secure exam area for any reason
• Covering or turning off your camera, manipulating your audio or video feed, or having poor lighting
• Leaving the exam area for any amount of time without prior authorization
• Having unauthorized or prohibited items in your possession during the exam including, but not limited to:
  • Headphones, earbuds, or any other similar devices
  • Smartwatches, phones, tablets, extra laptops, or any excess electronics regardless of their condition
  • Notebooks, books, papers, writing utensils, sticky notes, and white boards
  • Food, drinks, and smoking devices
  • Any item that could be used as an unauthorized test aide
• Making notes of any kind while in the secure areas of the test center, except in the notes area provided on your exam screen or on the writing materials provided at the test center for this purpose
• Tampering with the operation of the computer, program, or private network used to take the exam, or allowing unauthorized software to run in the background that would attempt to perform any function other than taking a certification exam in accordance with these policies
• Launching an exam with any of the following knowingly or unknowingly installed onto your device: malicious code, viruses, worms, Remote Access Trojans (RATs), or other programs that could be used to circumvent Salesforce security mechanisms or compromise the integrity of Salesforce Credentialing Programs
• Engaging in harassment, threats, or physically or verbally abusive behavior toward exam facilitators, proctors, other Program or support staff, or other examinees or Program participants
• Engaging in any other action that could compromise the integrity of the exam or is against Salesforce policy

In addition to the items listed above, Salesforce may cancel an exam or invalidate the results of an exam without providing a refund or a voucher if:

• Your video quality interferes with effective proctoring, including loss of video or poor resolution.
• Your audio quality interferes with effective proctoring, including loss of audio, poor audio, or excessive background noise.

For more information on how to prepare your testing environment before launching an online-proctored exam, check out How to Complete Your Online-Proctored Salesforce Certification Exam.