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Salesforce Service Cloud Administration Sample Questions:

1. What process is a use case for Visual workflow? Choose 3 answers

A) Field validation during case creation
B) Decision-based troubleshooting for representatives
C) Cross-self promotions for representatives
D) Assignment of email to a case queue based on subject
E) Caller verification and creation of a new case

2. Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A) Use change sets to import data categories
B) Create a separate .csv for each article type
C) Map articles with HTML sections to rich text area fields
D) Use the data loader to import unstructured articles

3. Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A) Emall-to-Case
B) On-Demand Email-to-Case
C) Customer Chatter groups
D) Web-to-Case

4. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Open CTI
B) Live Agent
C) Salesforce for Twitter
D) Salesforce Knowledge

5. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A) Representing metrics such as first-response and resolution time on cases
B) Displaying whether a case response complies with a customer's service level agreement
C) Monitoring the case escalationrule queue toconfirm service levels are met
D) Identifying the customer contact associated with a particular stage of a service contract

Solutions: