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Salesforce Service Cloud Administration Sample Questions:

1. Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A) Allows customers to search a knowledge base.
B) Allows customers to customize their user interface
C) Allows customers the ability to collaborate
D) Allows customers to customize reports and dashboards

2. Auto Response rules work on which objects?

A) Accounts and Opportunity
B) Leads and accounts
C) Accounts and Cases
D) Leads and Cases

3. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A) Knowledge search query with no results.
B) Knowledge articles with the lowest rating.
C) Knowledge articles created by call center agents.
D) Number of knowledge articles in each data category.

4. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A) Enable Live Agent in their community to chat with an agent.
B) Enable web -to -case on theirpublic website.
C) Use a community template to set up their customer community.
D) Add the Question action to Chatter in the community publisher.

5. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) System software restore after an outage
B) Highly available telecom solution
C) Periodic maintenance windows
D) Server hardware infrastructure rebuilds

Solutions: