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Salesforce Service Cloud Administration Sample Questions:

1. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A) Remove these fields from the page layout and add the fieldsto the highlights panel
B) Remove these fields from the page layout and add the components to the highlights panel.
C) Add the fields to the page layout and add the fields to the highlights panel.
D) Add these fields to the page layout and add the components to the highlights panel

2. A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A) Use a computer telephony integration (CTI) adapter that supports its telephony system.
B) Create an API integration between Salesforce and the telephony system.
C) Build a custom computer telephony integration (CTI) adapter using the Toolkit.
D) Implement an on demand telephony solution provided by a vendor.

3. The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A) First Call Resolution
B) Average Handle Time
C) Service-Level Agreements
D) Time to Answer

4. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the case lifecycle report type.
B) Create a report using the case snapshot report type.
C) Create a report using the case historical trending reporttype.
D) Create a report using the case age report type.

5. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Provide a macro that will automatically create the activities when executed.
B) Hire a certified developer to write an apex trigger thatcreates each new activity.
C) Add an object-specific custom quick action to create new activities.
D) Assign a single agent to create the activities on all new onboarding cases.

Solutions: