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Salesforce Service Cloud Administration Sample Questions:

1. Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A) Validation rules on case process field
B) Escalation rule to ignore business hours based on casecriteria
C) Workflow rule

2. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Cases report sorted by Rep and Case CreatedDate
B) Omni-Channel Supervisor tab
C) Omni-ChannelUtility Component
D) Cases report sorted by Rep and Case Owner

3. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A) Customer Community Plus
B) High Volume Customer Portal
C) Customer Community
D) Lightning External Apps Starter

4. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

A) Assign article managers to publication teams and specific article actions to each team.
B) Assign article managers to publication teams and specific publication states to each team.
C) Assign article managers to public groups and specificpublication states to each group.
D) Assign article managers to public groups and specific article actions to each group.

5. Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing thisdata into universal containers service cloud instance

A) Java Language Specific Toolkit
B) Bulk Data Transfer API
C) Cloud-to-Cloud Integration Toolkit
D) Data Integration via SOAP API

Solutions: