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Salesforce Service Cloud Administration Sample Questions:

1. You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?

A) Returns a link that returns a post with the same reference
B) Deletes posts
C) Tag another chatter user

2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Quality monitoring score
B) Agent utilization
C) Number of calls offered
D) Schedule adherence

3. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A) Create a Visualforce page that retrieves payment information via a Web Service call-out
B) Create a custom tab of type URL that displays a search page from the billing system
C) Import payment data into Salesforce and add to the contact page layout related list
D) Create a custom web service to handle invoice inserts and updates from the billing system

4. Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A) Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
B) Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
C) Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
D) Configure the new app m developer org and use an unmanaged package to deploy to production.

5. What are two benefits of deploying Knowledge in Customer Communities?

A) Eliminates tracking of customer entitlements
B) Uncovers gap in the knowledge base
C) Replaces the need for an email channel
D) Reduces incoming call volume

Solutions: