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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A) Web -to -Case
B) Chatter Questions
C) Live Agent
D) Community

2. A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A) Users cannot own records
B) Users can be part of a case team
C) Users are not associated with a role in the hierarchy
D) Users can download and view content

3. Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A) Averagespeed to answer
B) First contact resolution
C) Average handle time
D) Escalation rate

4. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A) Redirect users from the company site to social media forums about the products.
B) Make contact center representatives accessible 24/7 to distribute the call volume.
C) Hire contact center representatives that specialize in each of the product categories.
D) Makeknowledge base articles and community answers accessible on its website.

5. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

A) Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
B) Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
C) Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
D) Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Solutions: