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Salesforce Service Cloud Administration Sample Questions:

1. UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A) Agentskill-based routing and predictive dialer
B) Automatic call distributor and interactive voice response
C) Average handling time and first call resolution time
D) Workforce management and customer satisfaction score

2. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A) Redirect users from the company site to social media forums about the products.
B) Make contact center representatives accessible 24/7 to distribute the call volume.
C) Hire contact center representatives that specialize in each of the product categories.
D) Makeknowledge base articles and community answers accessible on its website.

3. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Sites
B) Partner Community
C) Employee Community
D) Customer Community

4. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A) Ensure that each image doesNOT exceed the maximum of 25 MB
B) Convert all images to .jpeg, as this is the only supported file type
C) Include images in an .html file using the image tag and src attribute
D) Upload the images into Salesforce prior to importing the articles

5. UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A) Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
B) Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
C) Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
D) Use case auto-response rules to send an email to support managers within one hour of case creation.

Solutions: