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Salesforce Service Cloud Administration Sample Questions:

1. 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) Case queues
D) Caseassignment rules

2. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A) Case escalation
B) Entitlements and milestones
C) Salesforce console
D) Case assignment

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

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

5. Why would customer upgrade from self-service to customer portal (Choose 3)?

A) Branded site
B) Betterreporting
C) Access to custom objects
D) Simpler and easier to configure

Solutions: