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Salesforce Service Cloud Administration Sample Questions:

1. A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A) Number of content packs attached to cases.
B) Number of articles associated to cases.
C) Number of successful keyword searches.
D) Number of Chatter files attached to cases.
E) Number of published article views.

2. Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

A) Install CTIadapterusing open CTI
B) Configure call center definition
C) Configure IVR auto response
D) Deploy Call Center Directory
E) Assign users to a call center

3. Which native Service Cloud solution is used for case satisfaction surveys?

A) Check the survey option in the case settings
B) Create a Web-to-case form with a custom case type of survey
C) Enable the case survey auto-response rule
D) Enable the case survey option on the caseobject

4. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Number of cases escalated
B) Number of open cases per day
C) Average Number of days to close cases
D) Number of new customers added
E) Number of Closedcases on first call

5. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A) Integrate with an enterprise resource planning system.
B) Develop and publish a knowledge management system
C) Implement Field Service Lightning.
D) Configure Visual Flows on Salesforce mobile.

Solutions: