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Salesforce Service Cloud Administration Sample Questions:

1. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A) Dynamic list updates
B) Keyboard Shortcuts
C) Case hover
D) Quick Text
E) Multi -monitor support

2. A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A) Set the article publish date to automatically display the article on the start datE.
B) Create a workflow rule to update the article status to Published on the article start date.
C) Create a task related to the article with a reminderset for the article start date.
D) Send an email reminder to update the article status to Published on the start date.

3. Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A) Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
B) Set up a Salesforce Customer Community that will allow customers to create cases online.
C) Set up analytical snapshots to capture key case information and create historical trending reports.
D) Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

4. Universal Container'sagent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A) Add a formula block to the macro
B) Add multiple ELSE IF blocks after the IF block
C) Add conditional logic to the instructions
D) Create a formula to build the macro logic around

5. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B) Enable the Knowledge sidebar setting in the case support settings.
C) Create a Visualforce page called Knowledge sidebar on the case page layout.
D) Enable the Knowledge sidebar related list on the case page layout.

Solutions: