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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A) Case Assignment Rules
B) Embedded Chat Service
C) Customer Community
D) Web-to-Case

2. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A) Case resolution time
B) All Cases by Customer
C) All open Cases by Priority
D) All open cases by Channel
E) All Cases closed Month-to-date

3. Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A) Project kickoff presentation
B) Requirements traceability matrix
C) Solutiondesign document
D) Project milestones

4. Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A) Remove formula fields from filter criteria.
B) Remove dashboards based on long-running reports.
C) Remove unnecessary columns from thereports.
D) Remove date boundaries from filter criteria.

5. The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A) Case Assignment Rules
B) Omni-Channel
C) Visual Workflow
D) Case Auto-Response Rules

Solutions: