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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Page Layouts
B) Record Types
C) Support Processes
D) Article Types
E) Omni-Channel

2. Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A) New cases opened by account channel
B) High priority cases opened by account month-to-date
C) Time spent byaccount year-to-date
D) Escalated cases by account month-to-date

3. If youdelete a case, which two also get deleted? (Choose two answers)

A) Solution
B) Event
C) Attachments
D) Account

4. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.
Which approach should be used for the data migration?

A) Plan, Prepare, Test, Execute, Validate
B) Plan, Prepare, Validate, Execute, Test
C) Prepare, Plan, Test, Execute, Validate
D) Prepare, Plan, Validate, Execute, Test

5. Which method can be used to route cases from social channels?

A) Enable Social Network Profile and add assignment rules to the case object.
B) Enable Social Customer Service and add assignment rules to thecase object.
C) use Twitter-to-case and add workflow rules to the case object.
D) EnableSocial Network Profile and add workflow rules to the contact object.

Solutions: