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Salesforce Administer and Maintain Service Cloud Sample Questions:

1. How should a consultant configure a report that shows the average number of days that Cases stay open?

A) Create a formula field on Case to calculate the average age.
B) Use the standard Case age field on the resort.
C) Create a report snapshot of the number of open Cases each day.

2. Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A) Create a new Case record type.
B) Install an AppExchange app.
C) Enable Feed Tracking.

3. Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?

A) Use a keyboard shortcut.
B) Use a mass Quick Action.
C) Run a macro on each case.

4. Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?

A) Create an Einstein Bot.
B) Build a Screen Flow.
C) Configure a Visual Remote Assistant.

5. Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A) Create a Quick Action to map case fields to a new article
B) Develop a globally-shared macro to create a new article.
C) Use a trigger to automatically create a new article.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: B

Question # 3 Answer: B

Question # 4 Answer: A

Question # 5 Answer: A