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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A) Set up a Salesforce Customer Community that will allow customers to create cases online.
B) Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
C) Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
D) Set up analytical snapshots to capture key case information and create historical trending reports.

2. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A) Salesforce for Outlook
B) Web-to-Case
C) On-Demand Email-to-Case
D) Email-to-Case

3. What is the capability of case feed?

A) Enable call control using the CTI case feed publisher.
B) Embed case feed functionality within a visual force page.
C) Switch from case feed to standard detail pages using a console component
D) Add custom visual force pages to the case feed page layout.

4. UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A) Develop data map
B) Perform data cleaning
C) Enable data validation rules
D) Normalize database

5. Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A) Visual Studio Code and change sets
B) Data loader, change sets, and Force.com Excel Connector
C) Visual Workflow, data loader, and Force.com IDE
D) Mass Transfer Records, change sets, and Visual Studio Code

Solutions: