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Salesforce Service Cloud Administration Sample Questions:

1. The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A) Average Handle Time
B) Service-Level Agreements
C) Time to Answer
D) First Call Resolution

2. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A) Create an agent role for each channel grouping.
B) Create a service cloud console to support all channel groupings.
C) Create an agent profile for each channel grouping.
D) Create a unique case page layout for each channel grouping.

3. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A) Use a community template to set up their customer community.
B) Enable Live Agent in their community to chat with an agent.
C) Add the Question action to Chatter in the community publisher.
D) Enable web -to -case on theirpublic website.

4. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A) Accepts email attachments larger than 10 MB
B) Accepts attachments from emails
C) Handles more the 10,000 emails a day
D) Requires the use of Transport LayoutSecurity (TLS)

5. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A) Use escalation rules for notifications and account teams to monitor cases.
B) Use Process Builder for notifications and case teams to monitor cases.
C) Use Process Builder for notifications and account teams to monitor cases.
D) Use escalation rules for notifications and case teams to monitor cases.

Solutions: