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Bearable cost

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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A) DefineCase Auto-Response Rules.
B) Configure Case Escalation Rules.
C) Establish Case Assignment Rules.
D) Create aProcess Builder with Scheduled Actions.

2. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

A) Use cases to track the credit requests and route than to regional teams using assignment rules
B) Enable the self-service portal to generate logins for the hospital staff by region.
C) Design a custom object to track credit requests and route them regionally using assignment rules
D) Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

3. 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

4. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) Visualforce page APEX SOAP async callout
B) Schedule batch Apex processing job
C) RESTful services with GET, POST, or PUT
D) Workflow-driven outbound messaging

5. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A) Enable web -to -case on theirpublic website.
B) Add the Question action to Chatter in the community publisher.
C) Enable Live Agent in their community to chat with an agent.
D) Use a community template to set up their customer community.

Solutions: