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Salesforce Service Cloud Administration Sample Questions:

1. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A) Add a Visualforce page to the Caselayout
B) Create Salesforce Classic Quick Action
C) Configure Case Feed page layouts
D) Configure the Case highlights panel

2. Which of the following utilize the "Automated Case User" (Choose 3 answers):

A) When a case is automatically assigned using assignment rules this user is listed in the case history
B) When a case iscreated via Email-To-Case this user isassigned as the case owner
C) When an email notification is triggered via workflow this user is listed in the case history
D) When a case is created via Web-To-Case this user is listed in the case history
E) When a case is escalated this user is listed in the case history

3. Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?

A) Standard Web-to-Case with assignment rules
B) Omni-Channel with prioritized queues
C) Standard Email-to-Case with assignment rules
D) Lightning Email with web routing prioritization

4. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A) Enable article customization for open cases.
B) Enable suggested articles on new cases.
C) Create an email template to send articles as PDFattachments.
D) Enable agents to create their own personal articles.
E) Enable article submission during case close.

5. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A) Deliver the entire project simultaneously so as to present UC with a completed solution.
B) Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C) set a cutoff date of 1.5 months before user acceptance testing for any change requests.
D) Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Solutions: