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Salesforce Exam Security Policies and Procedures FAQ

 

Below are frequently asked questions regarding the Salesforce Credentialing and Certification Program’s security policies and procedures. Topics include online-proctored certification exam policies, exam security violations, the exam check-in process, and the Salesforce Program Agreement Rules of Conduct. 

 

Table of Contents

General Program Policies
Online-Proctored Exam Policies
Online-Proctored Exam Check-In Process
Consequences of Violations
Salesforce Program Agreement Rules of Conduct
Related Resources

 

General Program Policies

Q: What are the key priorities for the Salesforce Credentialing and Certification Program?
A: At Salesforce, we prioritize the value and integrity of our Credentialing and Certification Program. We have a strict, zero-tolerance policy for any misconduct related to certification exams.


Q: What am I agreeing to when I participate in the Salesforce Credentialing and Certification Program?
A: By participating in the Salesforce Credentialing and Certification Program, you agree to:

  1. The Salesforce Program Agreement, Acceptable Use Policy, Code of Conduct, and all applicable voucher and coupon terms.

  2. You agree not to engage in any behavior that violates the Salesforce Credentialing and Certification Program Agreement and Code of Conduct or compromises the   integrity of Salesforce credentials and certifications.

  3. You agree that Salesforce may take punitive actions if there is evidence to suggest that a violation of the Salesforce Credentialing and Certification Program Agreement and Code of Conduct occurred.


Q: What are my responsibilities as a Salesforce Credentialing and Certification Program participant?
A: 

  1. You're responsible for adhering to the Code of Conduct and following all guidelines for both in-person and online-proctored exams.

  2. You are responsible for meeting all the requirements for online and in-person exams, adhering to the Salesforce Credentialing and Certification Program Agreement, the Code of Conduct, and the Salesforce Program Agreement. 

  3. You are responsible for ensuring that you will not engage in any behavior or actions that compromise the integrity of Salesforce credentials and certifications.


Q: If I fail my exam, can I post or share questions that I wasn’t sure I answered correctly?
A: No. Exam questions are to be kept confidential. You may ask about Salesforce product features and processes, but sharing exam questions with anyone or asking for help is strictly prohibited.


Q: Can I gather the questions I remember from the test and share them with others who will be attempting the test soon?
A: No. All exam questions must be kept confidential. If Salesforce finds anyone sharing exam content, we may take further action as outlined in the Salesforce Credentialing and Certification Program Agreement and Code of Conduct.


Q: What actions might Salesforce take if there is suspicion that a violation of the Salesforce Credentialing and Certification Program Agreement and Code of Conduct has occurred?
A: The Salesforce Certification Security Team will open an investigation into the incident. If the team finds evidence of a violation, Salesforce may take punitive actions against candidates, send a takedown notice to applicable websites/entities, update exam content, and/or take any other actions needed to remediate the situation.

Q: What actions might Salesforce take if there is suspicion that a violation of the Salesforce Credentialing and Certification Program Agreement and Code of Conduct occurred during an exam?
A: If an exam is flagged for a potential violation, an investigation is automatically initiated. The Salesforce Certification Security Team reviews the incident and aims to provide a resolution via email within 7-10 business days. This email will contain details on any decisions, restrictions, instructions on scheduling future exams, and other pertinent information.


Q: What actions can Salesforce take if a candidate violates the Code of Conduct?
A: Salesforce reserves the right to take any reasonable actions without prior warning. These actions include, but are not limited to: revoking an exam without a refund, permanently requiring individuals to take exams at testing centers, banning individuals from earning any specific credential or certification, revoking specific or all Salesforce credentials and certifications, and permanently removing individuals from the Salesforce Credentialing and Certification Program.


Q: What should I do if I find something that I think violates the Salesforce Credentialing and Certification Program Agreement and Code of Conduct, or compromises the integrity of Salesforce Certifications?
A: Please submit a case to the Salesforce Certification Security Team immediately. Please make sure to provide a valid email address when submitting your case so that we may follow up with you if necessary. 


Q: What actions are considered prohibited in the Salesforce Credentialing and Certification Program?
A: Prohibited actions include, but are not limited to, violating program terms; sharing exam content; seeking out or using exam content in a way that compromises the integrity of a credential; obtaining or providing help during an exam; using or possessing prohibited items in your testing area; not meeting the requirements for taking an exam online; creating multiple accounts; and sharing login credentials.


Additionally, circumventing any Salesforce policy or account restriction (including the Retake Policy for Salesforce Exams), misrepresenting exam results, selling vouchers, using vouchers inappropriately, retaking passed exams (unless the credential or certification has expired), providing false information, attempting to circumvent punitive behaviors or bans instituted by Salesforce, and any behavior that compromises Salesforce's programs are also prohibited.

 

Online-Proctored Exam Policies

Q: What are the requirements for my testing area?
A: Your testing area must be well-lit, quiet, free from distractions, and clutter-free, with only necessary equipment present. It must not contain any prohibited items. The proctor needs a clear view of you from your shoulders up, and any additional monitors must be covered or turned around. You must be the only person in the testing environment. Testing in areas that are shared with others or in which others are present is not permitted.


Q: What items and actions are prohibited during online-proctored exams?
A: Prohibited items include extra laptops, computers, tablets, notebooks, books, whiteboards, cameras, or any other objects not needed for testing.

  • Phones may be kept in the environment until the check-in process is complete, but then they must be removed.

  • Prohibited actions include receiving or offering help, providing false identification, reading the exam aloud, having unauthorized individuals present, obstructing the camera or audio, leaving the exam area without authorization, not following instructions provided by the proctor, and possessing unauthorized items such as headphones, smartwatches, phones, notebooks, writing utensils, food, or smoking devices.

  • Tampering with the computer, running unauthorized software, and engaging in harassment are also strictly prohibited.

Q: Am I allowed to take notes or work out questions using a notebook or similar items?
A: No. You are not allowed to write anything down, use or take notes, etc., during an online exam. If you take an exam in person, you will be provided with a whiteboard and markers to use. You are not allowed to take these boards with you or take pictures of your exam notes for later.


Q: Can Salesforce cancel or invalidate my exam results?
A: Yes, Salesforce may cancel exams or invalidate results without a refund if there is concern that your session isn’t meeting the standards outlined in the Salesforce Credentialing and Certification Program Agreement and Code of Conduct, your video or audio quality interferes with the proctoring process, results of statistical analysis suggest anomalies in your session, or there is reason to believe that actions were taken that could violate the integrity of an exam result or Salesforce credential or certification.


Q: Where can I find more information on preparing for online-proctored exams?
A: For more details, visit How to Complete Your Online-Proctored Salesforce Certification Exam.


Q: What happens if my exam is revoked?
A: You will receive an email with a resolution or letting you know that a case has been opened with the Salesforce Certification Security Team, who are investigating the situation. You will not be able to see this case in My Cases. If an investigation is needed, you will receive a resolution via email within 7–10 business days. You will be notified if the investigation is expected to take longer. This resolution and the decision within it are final.


Q: How can I get more information regarding why my exam was revoked?
A: All information Salesforce can provide regarding a revoked exam will be included in the resolution email at the end of Salesforce’s investigation. We cannot provide additional details beyond what is included in that email.

 

Online-Proctored Exam Check-In Process

Q: What will I need to do to check in for my online-proctored Salesforce certification exam?
A: The process includes taking photos of your government-issued photo ID and your testing environment. Please have your government-issued identification and phone ready to complete this process. For more details, check out the Salesforce Certification Exam Pre-Check Process.


Q: When can I begin my online-proctored exam pre-check process?
A: You can begin the pre-check process between 30 minutes before and 15 minutes after your scheduled appointment time.


Q: How can I ensure my computer meets the technical requirements for an online-proctored exam?
A: During the pre-check process, you will be prompted to perform a system check. This check ensures your microphone and video are functioning correctly, all unnecessary programs are closed, additional monitors are disconnected, and your system meets all requirements to support the exam.

To learn the technical requirements for taking an online-proctored Salesforce certification exam, visit either the Salesforce Certification Online-Proctoring Guide (Mac Operating System) or the Salesforce Certification Online-Proctoring Guide (Windows Operating System).


Q: How should I prepare my testing environment?
A: Ensure you have a quiet, private, and distraction-free space. Clear your testing area of any unneeded materials, unauthorized items such as phones or other electronics, and ensure you are the only person in the room.


Q: What identification is required during the online-proctored exam pre-check process?
A: Have a valid, government-issued photo ID ready. For more details on identification requirements, visit the Salesforce Certification Exam Pre-Check Process.


Q: What happens if other programs are running on my computer when I check in for my exam?
A: Close all other applications before launching your online-proctored exam on Pearson VUE. If any programs are still running, you will need to close them before launching your exam, or your exam may be revoked.


Q: How should I prepare on the day of my online-proctored exam?
A: You'll need to download and install the Browser Lock program. Additionally, ensure your cell phone is out of reach and bring a government-issued photo ID that matches the name on your online-proctored exam registration. During the exam, no one should enter your room, your workspace must be clear, and all extra monitors should be off and unplugged.

 

Consequences of Violations

Q: What are the consequences of violating the Salesforce Credentialing and Certification Program Agreement or Code of Conduct?
A: Consequences may include exam cancellation, certification revocation, suspension from taking future exams, and removal from Salesforce programs and the Trailblazer Community.


Q: What happens if my exam is revoked?
A: Salesforce will notify you via email, and you won't be able to take any further exams until you receive additional communication. 


Q: What is the timeframe for receiving a response from Salesforce if my exam is revoked for a possible violation of the Salesforce Credentialing and Certification Program Agreement and Code of Conduct?
A: The Salesforce Certification Security Team aims to provide a response within 7-10 business days after your exam has been revoked.


Q: Will I receive a refund if my exam is canceled or certification is revoked?
A: Subject to applicable laws, Salesforce will not issue refunds or vouchers if a candidate is found not to have met the requirements for their exam as outlined in the Salesforce Credentialing and Certification Program Agreement and Code of Conduct.


Q: My access to taking online-proctored Salesforce certification exams has been revoked. How long will this restriction last, and when can I regain access?
A: If you’ve been notified that your access to online-proctored exams has been revoked, you must take all future exams at a testing center. This ban does not expire and applies to all future Salesforce certification exams.


Q: I’ve been notified that Salesforce revoked one or more of my certifications. Can I earn these certifications again or have them reinstated?
A: If Salesforce revokes a certification, you are permanently banned from holding or re-earning that certification, unless otherwise noted in the email outlining the resolution of your case.


Q: I’ve been notified that I’ve been removed from the Salesforce Credentialing and Certification Program and/or that all of my earned Salesforce certifications have been revoked. Can I retake certification exams, earn other Salesforce certifications, or participate in the Salesforce Credentialing and Certification program again at a later date?
A: If you have been notified that you’ve been removed from the Salesforce Credentialing and Certification Program, all Salesforce certifications will be revoked, and you are no longer eligible to participate. This is a permanent ban, and your future ability to participate in the Salesforce Credentialing and Certification Program will be at the discretion of Salesforce.

 

Salesforce Program Agreement Rules of Conduct 

Q: Do the Salesforce Acceptable Use and External-Facing Services Policy and Artificial Intelligence Acceptable Use Policy apply to the Salesforce Credentialing and Certification Program?
A: Yes, the prohibited actions and materials listed in those policies also apply to the Salesforce Credentialing and Certification Program.


Q: What specific actions are prohibited in connection with any program?
A: Prohibited actions include gaining unauthorized access, interfering with program integrity, reproducing or exploiting the program, framing or mirroring any part of the program, systematically downloading content, using robots or other automated devices to gather information, falsely claiming association with Salesforce, accessing programs if you are a direct competitor, and using any portion of any program for unauthorized purposes.


Q: My exam was revoked for potential violations of the Salesforce Credentialing and Certification Program Agreement and Code of Conduct. What should I do now?
A: You will receive an email containing a resolution, or an email notifying you that an investigation has been opened by the Salesforce Certification Security Team.

 

Related Resources 

For more information related to this FAQ, visit the following resources:

 
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