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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

A) Modify the user interface settings for the case survey sidebar
B) Utilize an AppExchange package to handle customer surveys
C) Enable the case survey object for the customer portal
D) Create a validation rule for case survey email templates

2. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case custom reports
B) Case queues
C) Case dashboards
D) Caseassignment rules

3. Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A) Create abucket field on a report to calculate the percentage of escalated cases
B) Create a case report with a custom summary formula to calculate the percentage of escalated cases
C) Create a daily snapshot report of all cases and calculate percentage of escalated cases
D) Create a formula field on the case record to calculate percentage of escalated cases

4. Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Whichtwo feature should the consultant recommend as part of the deployment?

A) Create and assign permission sets to give agents social account access.
B) Select two Twitter or Facebook accounts.
C) Enable the Moderation feature to automatically create cases from posts.
D) Retrieve Social Studio credentials.

5. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A) Private Branch Exchange
B) Time and Attendance
C) Interactive Voice Response
D) Automatic Call Distributor

Solutions: