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Salesforce Administer and Maintain Service Cloud Sample Questions:

1. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?

A) Use the Case Lifecycle report type.
B) Use the Case Historical Trending report type.
C) Use the Cases with Milestones report type.

2. Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A) Use the Files Related List on each article to add files to the articles.
B) Upload the files as Documents, then relate them to the migrated articles.
C) Use the Lightning Knowledge Migration Tool and choose 'include files'.

3. Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A) Approval Processes
B) Support Processes
C) Support Types

4. Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?

A) Messaging for Web
B) Einstein Bots
C) AppExchange package

5. Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?

A) Configure Case Escalation rules.
B) Create a Flow with a scheduled path.
C) Establish Case Assignment rules.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A

Question # 3 Answer: B

Question # 4 Answer: A

Question # 5 Answer: A