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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A) Escalated cases by account month-to-date
B) New cases opened by account channel
C) High priority cases opened by account month-to-date
D) Time spent byaccount year-to-date

2. Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A) Map articles with HTML sections to rich text area fields
B) Create a separate .csv for each article type
C) Use the data loader to import unstructured articles
D) Use change sets to import data categories

3. What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A) Configure Lightning Guided Engagement.
B) Customize the Lightning Console chat page.
C) Configure a Live Chat Validation Rule.
D) Customize the Pre-chat form.

4. What is a benefit of a quality monitoring system? Choose 2 answers

A) Capture inappropriate word usage and generate reports
B) Teach new agents how to handle difficult situations
C) Lower the average speed of answer (ASA)
D) Enforce a consistent standard of service for customer interaction

5. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A) External users can subscribe to Answers
B) Knowledgearticles can be created fromAnswers
C) Escalate a question to a case
D) Answers can be exposed to partner portal users
E) Select best answers for questions.

Solutions: