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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A) Web -to -Case
B) Live Agent
C) Chatter Questions
D) Community

2. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A) Interactive Voice Response
B) Computer Telephony Integration
C) Order Management System
D) Automatic Call Distribution

3. Auto Response rules work on which objects?

A) Accounts and Opportunity
B) Leads and Cases
C) Accounts and Cases
D) Leads and accounts

4. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A) Workflow rules
B) Auto-response rules
C) Escalation rules
D) Caseteams

5. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A) Reduced support channels
B) Increased call routing accuracy
C) Reducedissue resolution time
D) Increased call deflection
E) Optimized useof resources

Solutions: