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Salesforce Service Cloud Administration Sample Questions:

1. 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

2. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A) Use escalation rules for notifications and account teams to monitor cases.
B) Use Process Builder for notifications and account teams to monitor cases.
C) Use Process Builder for notifications and case teams to monitor cases.
D) Use escalation rules for notifications and case teams to monitor cases.

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

4. The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A) Knowledge Base
B) Automatic Call Distribution
C) Customer Community
D) Service Cloud Console

5. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A) Lightning Console enablement
B) CTI Adapter configuration
C) Service Console case creation configuration
D) Call Center Definition File creation

Solutions: