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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B) Enable the Knowledge sidebar setting in the case support settings.
C) Create a Visualforce page called Knowledge sidebar on the case page layout.
D) Enable the Knowledge sidebar related list on the case page layout.

2. Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A) Total cases created
B) Most popular articles
C) # of articles per agent
D) # of cases via email

3. Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A) Enable article deliveries
B) Assign article types to the communities
C) Enable public solutions.
D) Configure content library permissions
E) Publish articles to external channels

4. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Case closure rules on the original case
B) Work order and customer contact escalation requirements
C) Account team relationship to the primary contact
D) Total number of account and contact records in the database
E) Visibility and access to thework order records

5. A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement?
Choose 2 answers

A) Approval Processes
B) Support Processes
C) Support Types
D) Record Types

Solutions: