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Salesforce Service Cloud Administration Sample Questions:

1. Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A) Average case stage duration.
B) Case volume by channel.
C) Open cases by reason.
D) Cases created by type.

2. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Validation Rules for Article Types to verify all fields during creation
B) Data Category to assign an Article Type to a Reviewer
C) Approval Process thatassigns an Article to a Reviewer Queue
D) Knowledge Action to Publish an Article once the Article is approved

3. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A) Customer Purchase History
B) Service Level Agreement
C) customer satisfaction Survey
D) Net promoter Score
E) Customer Support Requests

4. Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A) On-Demand Email-to-case
B) Omni channel routing
C) Standard email to case
D) Web tocase forms

5. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Article Types
B) Support Processes
C) Page Layouts
D) Record Types
E) Omni-Channel

Solutions: