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Salesforce Service Cloud Administration Sample Questions:

1. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A) Enable the Service Cloud Console and Knowledge sidebar for agents.
B) Create escalation rules to re-assign cases after SLAs have expired.
C) Enable and use Chatter feed tracking on thecase object.
D) Create case teams and introduce swarming to resolve cases.

2. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

A) @mention the SMEs on the case Chatter feed and follow the case
B) Use hashtag (#) to track the customer case and SMEs comments
C) Bookmark all the comments related to the issue from SMEs
D) Follow the SMEs to receive automatic updates when they add case comments

3. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Live Agent
B) Web -to -Case
C) Customer Community
D) Knowledge Base
E) Chatter Answers

4. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A) Create Salesforce Classic Quick Action
B) Configure the Case highlights panel
C) Add a Visualforce page to the Caselayout
D) Configure Case Feed page layouts

5. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A) Assign a global team of experienced agents and leaders to create a common design template and report structure.
B) Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
C) Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.
D) Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Solutions: