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Salesforce Service Cloud Administration Sample Questions:

1. WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A) Case tabs with Account subtabs
B) Account tabs with Case Subtabs
C) Account tab with Cases related list
D) Account tabs and Casestab

2. 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) Publish a Managed Package
D) Use a Change Set

3. What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A) Total number of solutions created by agent
B) Average number of knowledge articles published
C) Number of total cases handled
D) First contact resolution rate

4. UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A) LeverageLive Agent for web-based chat
B) Implement Salesforce Knowledge on a portal
C) Enable service contracts and entitlements
D) Implement Service Cloud console to support agents

5. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A) Create a private Chatter group with customers and invite key individuals to join the group.
B) Enable Chatter case feed and add product development team members to the case team.
C) Create a related child case and assign the child case to the product development team.
D) Build a repository of Knowledge articles related to integration and share it with the customer.

Solutions: