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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A) Omni-Channel routing
B) Standard Email-to-Case
C) Web-to-Case forms
D) On-Demand Email-to-Case

2. Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?

A) Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
B) Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
C) Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
D) Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

3. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A) Customer Community Plus
B) Customer Community
C) Lightning External Apps Starter
D) High Volume Customer Portal

4. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A) A Custom Component
B) A Twitter Macro
C) The Social Feed
D) The Case Feed

5. Which feature ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A) Display articles with HTML, images, and links.
B) Display articles in a public knowledge base.
C) Display articles in Salesforce Answers.
D) Publish articles to the Web using Salesforce Publisher.

Solutions: