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Salesforce Service Cloud Administration Sample Questions:

1. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) Service level agreement
B) Customer satisfaction survey
C) First call resolution
D) Average handle time

2. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Customrelated list
B) Custom report
C) Custom Visual force page
D) Customer view ofcase tab

3. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Visibility and access to thework order records
B) Account team relationship to the primary contact
C) Total number of account and contact records in the database
D) Case closure rules on the original case
E) Work order and customer contact escalation requirements

4. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) System software restore after an outage
B) Server hardware infrastructure rebuilds
C) Periodic maintenance windows
D) Highly available telecom solution

5. What statement is true about the Salesforce Knowledge article lifecycle?

A) Article permission sets allow agents to participate in the article publishing process
B) Knowledge uses public groups as a way toassign users to specific tasks related to articles
C) Articles CANNOT be published until they are reviewed and validated by a qualified author
D) Approval process CANNOT allow publishingof articles that have specificvalidation statuses

Solutions: