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Bearable cost

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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B) Create a Visualforce page called Knowledge sidebar on the case page layout.
C) Enable the Knowledge sidebar setting in the case support settings.
D) Enable the Knowledge sidebar related list on the case page layout.

2. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A) Implement an adapter using the Telephony API.
B) Build an adapter using the telephony vendor's toolkit.
C) Implement an adapter built on Open CTI.
D) Move to a cloud -based telephony system.

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. A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A) Related lists on the case object may be slow to populate
B) Salesforce reporting speed may be affected
C) The Salesforce org may be slow during the data import
D) Result may be slow when searching for records

5. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A) Enable agents to create their own personal articles.
B) Enable article submission during case close.
C) Enable article customization for open cases.
D) Create an email template to send articles as PDFattachments.
E) Enable suggested articles on new cases.

Solutions: