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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

A) A workforce management system
B) A knowledge management system
C) A third -party mobile application platform
D) An enterprise resource planning system

2. Which case submission process leverages Apex emailservices?

A) Case submitted using chat
B) On-demand Email-to-Case
C) Web-to-Case
D) Email-to-Case

3. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A) Upload the images into Salesforce prior to importing the articles
B) Convert all images to .jpeg, as this is the only supported file type
C) Ensure that each image doesNOT exceed the maximum of 25 MB
D) Include images in an .html file using the image tag and src attribute

4. 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) Migrate agents to Force.com Connect Offline during deployment
D) Deploy based on the number of trainers available

5. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A) Case assignment
B) Salesforce console
C) Entitlements and milestones
D) Case escalation

Solutions: