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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A) Migrate case data and deploy to all users at office
B) Deploy inphases using countries as pilots
C) Deploy based on the number of trainers available
D) Migrate agents to Force.com Connect Offline during deployment

2. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Improve the training provided to existing agents
B) Configure entitlements and milestones to enforce SLAs
C) Track social sentiment across social media outlets
D) Hire more agents for the contact centers

3. Which support channel requires the smallest amount of agent work time?

A) Chat
B) Webself service
C) Web to case
D) Email to case

4. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A) Customer portalPartner portal
B) Self-serviceportal
C) Force.com Sites
D) Partner portal
E) Force.com Web Services API

5. Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A) Community
B) Live Agent
C) Chatter Questions
D) Web -to -Case

Solutions: