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Salesforce Service Cloud Administration Sample Questions:

1. A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A) Review case history and activities for Agents B and C
B) Document and share the practices of Agent A with the team via knowledge articles
C) Build a dashboard to display individual performance by agent versus the team goal
D) Lower the target for entire team to that of Agent A
E) Update case assignment rules to route more cases to Agent A

2. Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

A) Performance for high volume of interactions
B) Integration with Field service teams and apps
C) Integration with Lead Generation team and apps
D) Strategies to maximize call deflection

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) Lightning Guided Engagement
C) Quick Text
D) Visual Workflow

4. 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

5. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Plan, Prepare, Validate, Execute, Text
B) Prepare, Plan, Validate, Execute, Text
C) Plan, Prepare, Test, Execute, Validate
D) Prepare, Plan, Text, Execute, Validate

Solutions: