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Salesforce Service Cloud Administration Sample Questions:

1. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A) Enable and use Chatter feed tracking on thecase object.
B) Create case teams and introduce swarming to resolve cases.
C) Create escalation rules to re-assign cases after SLAs have expired.
D) Enable the Service Cloud Console and Knowledge sidebar for agents.

2. Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
B) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
C) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
D) Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

3. Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

A) Reduced first contact resolution
B) A knowledge article life cycle that evolves based on usage and demand
C) A knowledge article life cycle that is implemented correctly the first time and does not need to change
D) Reducedissue resolution time

4. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Configure IVR routing to bypass Tier 1 for the product line.
B) Create Knowledge Articles and publish internally and publicly.
C) Create a dashboard to track and manage call volumes by type.
D) Configure Omni-channel to assign cases directly to Tier 2.

5. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case queues
B) Case custom reports
C) Caseassignment rules
D) Case dashboards

Solutions: