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Salesforce Service Cloud Administration Sample Questions:

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

2. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

A) Increase the number of agents.
B) Employ surveys to confirm customer satisfaction.
C) Enable templates for written responses.
D) Improve the agent interface.

3. Milestones can be added to which three Object types? Choose 3 answers

A) Service
B) Account
C) Case
D) Work Order
E) Entitlement

4. Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A) One .csv import file is uploaded for all article types
B) A separate .csv import file is uploaded for each article type
C) Each article must be associated to an article type
D) A separate .csvimport file is uploaded for each data category
E) Attachments and .html files must be referenced in acorresponding .zip file

5. The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A) Service cloud console
B) Customer community
C) Automatic call distribution
D) Knowledge base

Solutions: