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Salesforce Service Cloud Administration Sample Questions:

1. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A) Configure a chat validation rule.
B) Customize the pre-chat form.
C) Customize the lightning console that page.
D) Configure lightning guidedengagement.

2. The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A) Number of IVR inquiries without agent involvement
B) Number of cases closed by a self-service user
C) Number of cases created using portal
D) Average call handle time by team

3. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A) The report chart is added to the Page Layout.
B) The report hasa standard Report Type.
C) The report is shared with a Chatter Group.
D) The report contains a chart.
E) The report is a Summary or Matrix report.

4. Which metric influences customer satisfaction? Choose 2 answers

A) First call resolution
B) After call work
C) Cost per call
D) Call quality

5. Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A) Create geography-based profiles to restrict access using data categories
B) Create geography-based roles to restrict access by mapping article types
C) Create geography-based profiles to restrict access by mapping articletypes
D) Create geography-based roles to restrict access using data categories

Solutions: