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Salesforce Service Cloud Administration Sample Questions:

1. How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A) Add the Knowledge Component to the Service Console.
B) Create email templates with Knowledge Articles attached.
C) Add the Suggested Article widget to the Case page layout.
D) Add theKnowledge tab to the Console app.

2. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A) Case assignment
B) Entitlements and milestones
C) Case escalation
D) Salesforce console

3. Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A) Have agents provide Customers with Community registration instructions when working a case.
B) Have agents manually create Users when Community access is requested by Customers.
C) Send email notifications to all Customers to join the Community.
D) Identify active Customersand send them registration instructions via email.

4. Which solution can be used to improve call deflection?

A) Knowledge base
B) Web chat
C) Community forum
D) Case routing
E) Assignment rules

5. Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A) Set up a customer survey for customers calling in to identify the severity and impact of the recall.
B) Set up IVR with an automated response for customersaffected by the recall to defect calls.
C) Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
D) Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

Solutions: