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Salesforce Service Cloud Administration Sample Questions:

1. Which metric influences customer satisfaction? Choose 2 answers

A) After call work
B) Call quality
C) First call resolution
D) Cost per call

2. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Remove Apex code references to the ArticleType field.
B) Remove Apex code references to the Article RecordType field.
C) Configure the Visualforce page to use the Lightning Design System.
D) Rename the Visualforce page to "Lightning Knowledge"

3. 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) Enable the Knowledge sidebar setting in the case support settings.
C) Create a Visualforce page called Knowledge sidebar on the case page layout.
D) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

4. For which purpose should a contact center use visual workflow?

A) To automate business processes for agents who troubleshoot customer support issues via phone.
B) To automatically assign cases to a specific queue based on the customer support level.
C) To escalate a case to the support manager if it has been open for more than 72 hours.
D) To assign follow-up tasks to an agent one week after a case is closed.

5. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case queues
B) Case dashboards
C) Caseassignment rules
D) Case custom reports

Solutions: