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Salesforce Service Cloud Administration Sample Questions:
1. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
A) Create a report using the case age report type.
B) Create a report using the case historical trending reporttype.
C) Create a report using the case snapshot report type.
D) Create a report using the case lifecycle report type.
2. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
A) Enable the Knowledge sidebar related list on the case page layout.
B) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
C) Create a Visualforce page called Knowledge sidebar on the case page layout.
D) Enable the Knowledge sidebar setting in the case support settings.
3. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
A) Assign users the Service User license on their User record.
B) Assign users to a Permission Set granting the Service User license.
C) Assign users to a Public Group with access to the service console app.
D) Assign users to a Permission Set with access to the service console app.
4. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
A) Email Alert
B) Assignment Rule
C) Workfl
D) Email Relay
E) Email Template
5. KCS (knowledge centered support) what is it? Choose 2Answers
A) Standard for managing customer support and delivery
B) Process for creating and maintaining knowledge
C) Share knowledge with the business partners
D) Method for social media management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: A,D | Question # 4 Answer: A,C,E | Question # 5 Answer: B,C |
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