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Salesforce Service Cloud Administration Sample Questions:

1. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A) Average queue time per agent
B) Opportunities per channel
C) Cost per call
D) Number of leads created
E) Number of sales queues

2. UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

A) Contact related list load time
B) Contact view page load time
C) Contact list view edit time
D) Contact report run time

3. Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.

A) Leverage Live Agent for web-based chat.
B) Enable service contracts and entitlements.
C) Implement Salesforce Knowledge on a portal.
D) Implement Salesforce Console for Service to support agents.

4. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

A) Use cases to track the credit requests and route than to regional teams using assignment rules
B) Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
C) Enable the self-service portal to generate logins for the hospital staff by region.
D) Design a custom object to track credit requests and route them regionally using assignment rules

5. If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A) EnableOmni-Channel Case assignment
B) Implement Lightning Guided Engagement
C) Defineseparate Record Types for Tier 1 and Tier 2
D) Configure a Visual Flow Troubleshooting Action

Solutions: