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Salesforce Service Cloud Administration Sample Questions:

1. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A) Assign team-based profiles to theassociated product data category value
B) Assign team-based roles to theassociated product article types
C) Assign team-based roles to the associated product data category value
D) Assign team-based profiles to the associated product article types

2. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A) Increase the Call-to-Order ratio
B) Bypass entitlement verification
C) Use integrated voiceresponse
D) Use suggested Knowledgearticles

3. What process is a use case for Visual workflow? Choose 3 answers

A) Field validation during case creation
B) Cross-self promotions for representatives
C) Caller verification and creation of a new case
D) Decision-based troubleshooting for representatives
E) Assignment of email to a case queue based on subject

4. A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A) Original creation date and average rating of articles
B) Last modified date and frequent search terms
C) Last modified date and number of recent article views
D) Original creation date and total number of article views

5. Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A) Convert to an On-Demand Email-to-Case setup
B) Assign a user to manually manage incoming email
C) Insert a reference Thread ID in the email subject template
D) Use Omni-Channel to automatically route inbound email

Solutions: