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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) Contact Request
B) Field Service
C) Mobile Connect
D) omni Channel

2. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) Visualforce page APEX SOAP async callout
B) Schedule batch Apex processing job
C) RESTful services with GET, POST, or PUT
D) Workflow-driven outbound messaging

3. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Omni-ChannelUtility Component
B) Cases report sorted by Rep and Case Owner
C) Cases report sorted by Rep and Case CreatedDate
D) Omni-Channel Supervisor tab

4. A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A) Public groups
B) Salesforce Chat
C) Communities
D) Mass email

5. A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A) Report on the articlesfollowed in Chatter
B) Report on agent ratings on articles
C) Report on agent feedback on articles
D) Report on the articles attached to cases

Solutions: