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Salesforce Service Cloud Administration Sample Questions:

1. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A) Path for Cases
B) Service Console Macros
C) Lightning Guided Engagement
D) Lightning Flow Component

2. The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A) Create a report using the Case snapshot report type
B) Create a report using the Case age report type
C) Create a report using the Case Lifecyle report type
D) Create a report using the Case historical trending report type

3. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Track social sentiment across social media outlets
B) Configure entitlements and milestones to enforce SLAs
C) Improve the training provided to existing agents
D) Hire more agents for the contact centers

4. Which feature should a consultant configure to allow global service reps tocall customers from within the lightning service console?

A) Open CTI
B) Macros
C) Lightning dialer
D) Local presence

5. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Match each new article to an existing article type
B) Create a single CSV file, including all article types
C) Create HTML files referencing image to be uploaded
D) Create multiple CSV files, one for each article type
E) Load all articles with the Apex data loader tool

Solutions: