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Salesforce Service Cloud Administration Sample Questions:

1. Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A) Percent of cases closed with an attached article
B) Percent of cases closed with chatter posts
C) Percent of cases closed on first contact
D) Percent of cases closed meeting the defined SLA

2. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A) Create an agent profile for each channel grouping.
B) Create an agent role for each channel grouping.
C) Create a unique case page layout for each channel grouping.
D) Create a service cloud console to support all channel groupings.

3. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A) Time spent byaccount year-to-date
B) New cases opened by account channel
C) Escalated cases by account month-to-date
D) High priority cases opened by account month-to-date

4. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A) Create asoftphone layout and assign to user profiles.
B) Enable Live Agent in their community to chat with an agent.
C) Install an adapter from AppExdiange to work with third-party CTI systems.
D) Assign the correct Salesforce users to the Call Center.
E) Assign the Salesforce CTI license to Salesforce users.

5. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Page Layouts
B) Support Processes
C) Article Types
D) Record Types
E) Omni-Channel

Solutions: