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Salesforce Service Cloud Administration Sample Questions:

1. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A) Migrate atest deployment to a staging environment for a smoother real-life experience.
B) Ensure all users refrain from logging into production for an entire day prior to deployment.
C) Plan and communicate the deployment to all users of the organization in advance.
D) Ensure that at least 60% of the code is covered by unit tests before deploying to production.
E) Select a window of time when users will NOT be making changes to the organization.

2. The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A) Optimize the customer community for mobile devices to have access to the samesupport as desktops.
B) Createa central "Contact Us" page which provides access to all available channels.
C) Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
D) Enforce that customers must search the knowledgebase before they can see the Contact Us page.
E) Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

3. A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A) Report on agent ratings on articles
B) Report on agent feedback on articles
C) Report on the articles attached to cases
D) Report on the articlesfollowed in Chatter

4. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A) Number of cases by type by owner
B) Number of solutions created per agent
C) Number of cases in each status
D) Number of cases created sorted by order

5. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A) Contract details related to the entitlement
B) Articles appearing in the Knowledge sidebar
C) Knowledge articles attached to the case
D) Products and assets associated to the case

Solutions:

Question # 1 Answer: A,C,E

Question # 2 Answer: A,B,D

Question # 3 Answer: A,C

Question # 4 Answer: A,D

Question # 5 Answer: C