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Salesforce Service Cloud Administration Sample Questions:

1. What is the primary function of a private branch exchange (PBX)?

A) To receive multiple calls at one time
B) To mate calls to different agents
C) To use speech recognition to direct calls
D) To report the caller's background information

2. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A) Force.com Sites with Knowledge and Web-to-Case
B) Force.com Sites with Knowledge and Email-to-Case
C) Force.com Sites and High-Volume Customer Portal
D) Visualforce and Self-Service Portal

3. Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A) Configure Live Agent Supervisor tab and Whisper Messages.
B) Configure Omni-Channel Supervisor tab and 3rd party access.
C) Add the Live Agent Component to the Utility bar.
D) Configure the SOS snap-in for the Lightning Service Console.

4. Universal Containers (UC) is currently livewith Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

A) Full Sandbox
B) Administrator Sandbox
C) Developer Pro Sandbox
D) Partial Copy Sandbox

5. How is the hash mark (e.g., #salesforce) usedin chatter?

A) Indicates aclickable URL hyperlink
B) Indicates the name of a group in which to place the Chatter message
C) Links the Chatter message to Twitter
D) Ties the Chatter message to a topic

Solutions: