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Salesforce Service Cloud Administration Sample Questions:

1. Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A) Create two article typesto display information (Question/Answer, Product Info).
B) Create two data categories to display information (Question/Answer, Product Info).
C) Create three article types for each product area (Personal Banking, Mortgage, CD).
D) Create three data categories for each product area (Personal Banking, Mortgage, CD).

2. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

A) Milestone Actions
B) Time-based Workflow Rules
C) Process Builder Scheduled Actions
D) Scheduled Reports

3. UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A) Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
B) Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
C) Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
D) Use case auto-response rules to send an email to support managers within one hour of case creation.

4. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A) Remove these fields from the page layout and add the components to the highlights panel.
B) Add the fields to the page layout and add the fields to the highlights panel.
C) Remove these fields from the page layout and add the fieldsto the highlights panel
D) Add these fields to the page layout and add the components to the highlights panel

5. In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A) Use Visualforce to create a wizard for each process
B) Use Visual Workflow to streamline the process
C) Create a custom object for eachstep in the process
D) Organize the fields on the page layout to match each process

Solutions: