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Bearable cost

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Salesforce Service Cloud Administration Sample Questions:

1. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A) Interactive Voice Response
B) Automatic Call Distributor
C) Time and Attendance
D) Private Branch Exchange

2. What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

A) Eliminatestracking of customer entitlements
B) Reduces incoming call volume
C) Uncovers gaps in the knowledge base
D) Replaces the need for an email channel

3. Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A) On the left sidebar of Salesforce Classic
B) Onthe footer of the Lightning Console
C) On a new tab in the agent's browser
D) On the Highlights Panel of a Primary tab

4. Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A) Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
B) Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
C) Create a custom Visualforce page to display case list view, external system, and knowledge articles
D) Configure the agent console and display the articles, case view, and external system custom object

5. UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A) Agentskill-based routing and predictive dialer
B) Average handling time and first call resolution time
C) Automatic call distributor and interactive voice response
D) Workforce management and customer satisfaction score

Solutions: