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Salesforce Service Cloud Administration Sample Questions:

1. UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A) Lightning Process Builder
B) Interaction Log
C) Lightning Row for Service
D) Path for Cases

2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Number of calls offered
B) Agent utilization
C) Schedule adherence
D) Quality monitoring score

3. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A) They are members of that Queue
B) All of the above
C) If the OWD for sharing cases is Public Read/Write/Transfer
D) They are higher in the Role Hierarchy than a Queue Member
E) They have a ContactManager Profile

4. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A) Interactive Voice Response
B) Computer Telephony Integration
C) Order Management System
D) Automatic Call Distribution

5. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Hire a certified developer to write an apex trigger thatcreates each new activity.
B) Add an object-specific custom quick action to create new activities.
C) Provide a macro that will automatically create the activities when executed.
D) Assign a single agent to create the activities on all new onboarding cases.

Solutions: