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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) omni Channel
B) Field Service
C) Contact Request
D) Mobile Connect

2. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A) Interactive Voice Response
B) Order Management System
C) Computer Telephony Integration
D) Automatic Call Distribution

3. Which native Service Cloud solution is used for case satisfaction surveys?

A) Enable the case survey auto-response rule
B) Check the survey option in the case settings
C) Enable the case survey option on the caseobject
D) Create a Web-to-case form with a custom case type of survey

4. Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A) Record types
B) Tiered data strategy
C) Divisions
D) Custom indexes
E) Custom search

5. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A) Average number of activities per case
B) Average customer satisfaction score by case
C) Total number of cases by origin
D) Average number of articles attached to a case

Solutions: