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Salesforce Service Cloud Administration Sample Questions:

1. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A) The specific Quick Action must be added to the Case Feed.
B) Quick Actions must be enabled in the org.
C) The specific Quick Action must be added to the Case record page.
D) Global Actions need to be on the publisher layout.

2. 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) Create a Web-to-case form with a custom case type of survey
D) Enable the case survey option on the caseobject

3. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

A) Employ surveys to confirm customer satisfaction.
B) Improve the agent interface.
C) Enable templates for written responses.
D) Increase the number of agents.

4. KCS (knowledge centered support) what is it? Choose 2Answers

A) Method for social media management
B) Share knowledge with the business partners
C) Process for creating and maintaining knowledge
D) Standard for managing customer support and delivery

5. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A) Implement an adapter using the Telephony API.
B) Move to a cloud -based telephony system.
C) Build an adapter using the telephony vendor's toolkit.
D) Implement an adapter built on Open CTI.

Solutions: