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Salesforce Service Cloud Administration Sample Questions:

1. Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?

A) Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
B) Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
C) Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
D) Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

2. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A) Enable and use Chatter feed tracking on thecase object.
B) Enable the Service Cloud Console and Knowledge sidebar for agents.
C) Create case teams and introduce swarming to resolve cases.
D) Create escalation rules to re-assign cases after SLAs have expired.

3. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Create an Unmanaged Package
B) Manually re-create the Permission Sets
C) Use a Change Set
D) Publish a Managed Package

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

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

5. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Configure IVR routing to bypass Tier 1 for the product line.
B) Create a dashboard to track and manage call volumes by type.
C) Create Knowledge Articles and publish internally and publicly.
D) Configure Omni-channel to assign cases directly to Tier 2.

Solutions: