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Salesforce Service Cloud Administration Sample Questions:

1. Which two configuration steps are required before quick actions can be used in Macros?

A) The specific quick action must be added to the case record Type.
B) Global Actions needs on the publisher layout.
C) Quick Actions must be enabled in the org.
D) The specific quick action must be added to the case Feed.

2. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

A) Assign article managers to public groups and specific article actions to each group.
B) Assign article managers to publication teams and specific publication states to each team.
C) Assign article managers to publication teams and specific article actions to each team.
D) Assign article managers to public groups and specificpublication states to each group.

3. Which method can be used to route cases from social channels?

A) use Twitter-to-case and add workflow rules to the case object.
B) Enable Social Network Profile and add assignment rules to the case object.
C) EnableSocial Network Profile and add workflow rules to the contact object.
D) Enable Social Customer Service and add assignment rules to thecase object.

4. Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

A) Integration with Field service teams and apps
B) Strategies to maximize call deflection
C) Integration with Lead Generation team and apps
D) Performance for high volume of interactions

5. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

A) Communities
B) Macros
C) Field Service
D) Public Knowledge
E) ChatterQuestions

Solutions: