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Salesforce Service Cloud Administration Sample Questions:

1. The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A) Knowledge base
B) Customer community
C) Service cloud console
D) Automatic call distribution

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

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

3. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A) Average number of articles attached to a case
B) Average customer satisfaction score by case
C) Total number of cases by origin
D) Average number of activities per case

4. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) System software restore after an outage
B) Highly available telecom solution
C) Periodic maintenance windows
D) Server hardware infrastructure rebuilds

5. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A) Assign team-based roles to theassociated product article types
B) Assign team-based profiles to the associated product article types
C) Assign team-based roles to the associated product data category value
D) Assign team-based profiles to theassociated product data category value

Solutions: