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Salesforce Service Cloud Administration Sample Questions:

1. The Universal Containers Contact Center hasCustomer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A) Case Auto -Response Rules
B) Visual Workflow
C) Case Assignment Rules
D) Omni -Channel

2. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Create a dashboard to track and manage call volumes by type.
B) Configure Omni-channel to assign cases directly to Tier 2.
C) Create Knowledge Articles and publish internally and publicly.
D) Configure IVR routing to bypass Tier 1 for the product line.

3. Universal Containers has determined that case list views are slow to load because of the large number of cases inthe system.
Which two actions will improve the performance of the list views? Choose 2 answers

A) Filter the views by case owner
B) Reduce the number of fields displayed
C) Restrict visibilityof the views
D) Remove filter criteria from the views

4. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case dashboards
B) Case custom reports
C) Caseassignment rules
D) Case queues

5. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A) Customer Purchase History
B) customer satisfaction Survey
C) Net promoter Score
D) Service Level Agreement
E) Customer Support Requests

Solutions: