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Salesforce Service Cloud Administration Sample Questions:

1. Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

A) Allows Chatter Messenger to be used between agents
B) Indicates when records and lists are changed by others
C) Is available for users in the partner portal
D) Displays records and their related items as tabs on one screen

2. How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A) Add the Knowledge Component to the Service Console.
B) Add theKnowledge tab to the Console app.
C) Add the Suggested Article widget to the Case page layout.
D) Create email templates with Knowledge Articles attached.

3. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) Highly available telecom solution
B) System software restore after an outage
C) Server hardware infrastructure rebuilds
D) Periodic maintenance windows

4. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Average Call Handle Time
B) Cases by Support Channels
C) Number of Portal Logins per Day
D) Escalated Calls
E) Knowledge Article Usage

5. Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A) Create a daily snapshot report of all cases and calculate percentage of escalated cases
B) Create a formula field on the case record to calculate percentage of escalated cases
C) Create a case report with a custom summary formula to calculate the percentage of escalated cases
D) Create abucket field on a report to calculate the percentage of escalated cases

Solutions: