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Salesforce Service Cloud Administration Sample Questions:

1. The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A) Ask sales reps to respond to support Cases.
B) Limit Customers to 5 Cases per day.
C) Provide a self-help Customer Community.
D) Add more support phone lines.

2. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A) Report that displays # of cases with articles attached during the past 2 months
B) Report that displays # of newarticles created during the past 2 months
C) Report displays # of articlesassociated to data categories during past 2 months
D) Create a report that display the # of articles searched during the past 2 months

3. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Number of Portal Logins per Day
B) Cases by Support Channels
C) Escalated Calls
D) Knowledge Article Usage
E) Average Call Handle Time

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

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

5. WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A) Account tabs and Casestab
B) Account tab with Cases related list
C) Account tabs with Case Subtabs
D) Case tabs with Account subtabs

Solutions: