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Salesforce Service Cloud Administration Sample Questions:

1. UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A) Data loader, change sets, and Force.com Excel Connector
B) Force.com migration tool, Force.com IDE, and change sets
C) Visual Workflow, data loader, and Force.com IDE
D) Mass Transfer Records, change sets, and Force.com migration tool

2. Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?

A) Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
B) Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
C) Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
D) Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

3. When a Self Service Portal User adds a Case Comment the following actions take place:

A) An Assignment Rule is Activated
B) A Workflow rules is activated
C) An email is automatically sent to the case owner
D) None of the above

4. The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A) Create a report using the Case Lifecyle report type
B) Create a report using the Case historical trending report type
C) Create a report using the Case snapshot report type
D) Create a report using the Case age report type

5. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, accounts, contacts, cases
B) Users, contacts, accounts, cases
C) Accounts, contacts,cases, users
D) Accounts cases, users, contacts

Solutions: