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Salesforce Service Cloud Administration Sample Questions:

1. An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A) Provideadditional training on tools and process
B) Allow shift trading between agents
C) Mix telephony interactions with email and chat
D) Extend benefits to part-time agents

2. Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?

A) Telephony
B) Order Fulfillment
C) Marketing
D) Enterprise Resource Planning (ERP)

3. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A) Average number of articles attached to a case
B) Average number of activities per case
C) Total number of cases by origin
D) Average customer satisfaction score by case

4. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

A) Increase the number of agents.
B) Enable templates for written responses.
C) Improve the agent interface.
D) Employ surveys to confirm customer satisfaction.

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: