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Bearable cost

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Salesforce Service Cloud Administration Sample Questions:

1. Which metric influences customer satisfaction? Choose 2 answers

A) Cost per call
B) Call quality
C) First call resolution
D) After call work

2. 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

3. Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A) Macros
B) Visual Workflow
C) Lightning Guided Engagement
D) Quick Text

4. Universal Containers (UC) has hired a consulting firm to implement its newService Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

A) Waterfall
B) Agile
C) Kanban
D) Force.com IDE

5. Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A) Next Best Actions
B) Case Feed
C) Omni-channel Supervisor
D) Push Notifications

Solutions: