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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A) Omni-channel Queue-based routing
B) Live AgentQueue-based routing
C) Omni-channel Skills-based routing
D) Case Skills-based Assignment Rules

2. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Approval Process thatassigns an Article to a Reviewer Queue
B) Data Category to assign an Article Type to a Reviewer
C) Knowledge Action to Publish an Article once the Article is approved
D) Validation Rules for Article Types to verify all fields during creation

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

4. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Number of new customers added
B) Number of open cases per day
C) Number of cases escalated
D) Average Number of days to close cases
E) Number of Closedcases on first call

5. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A) Create a Lightning Platform app for Facebook monitoring.
B) Enable Social Customer Service.
C) Enable Salesforce social profile on contacts.
D) Integrate Facebook to its existing Customer Community.

Solutions: