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Salesforce Service Cloud Administration Sample Questions:

1. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Custom report
B) Custom Visual force page
C) Customer view ofcase tab
D) Customrelated list

2. Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A) Entitlements
B) Case Escalation
C) Omni-Channel
D) Case Milestones

3. How should a consultant providesuggested articlefunctionality to lightning service console users?

A) Add theknowledge tab to the console app.
B) Create email templates with knowledge articles attached.
C) Add the knowledge component to the service console.
D) Add the suggested article widget to the case page layout.

4. Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A) Customer Community
B) Web-to-Case
C) Embedded Chat Service
D) Case Assignment Rules

5. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A) Move to a cloud -based telephony system.
B) Build an adapter using the telephony vendor's toolkit.
C) Implement an adapter using the Telephony API.
D) Implement an adapter built on Open CTI.

Solutions: