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Salesforce Service Cloud Administration Sample Questions:

1. Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A) Escalation rule to ignore business hours based on casecriteria
B) Workflow rule
C) Validation rules on case process field

2. Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A) Configure the SOS snap-in for the Lightning Service Console.
B) Configure Omni-Channel Supervisor tab and 3rd party access.
C) Add the Live Agent Component to the Utility bar.
D) Configure Live Agent Supervisor tab and Whisper Messages.

3. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Configure entitlements and milestones to enforce SLAs
B) Hire more agents for the contact centers
C) Improve the training provided to existing agents
D) Track social sentiment across social media outlets

4. Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A) Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
B) Set up a customer survey for customers calling in to identify the severity and impact of the recall.
C) Set up IVR with an automated response for customersaffected by the recall to defect calls.
D) Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

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

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

Solutions: