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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A) Report displays # of articlesassociated to data categories during past 2 months
B) Create a report that display the # of articles searched during the past 2 months
C) Report that displays # of cases with articles attached during the past 2 months
D) Report that displays # of newarticles created during the past 2 months

2. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A) Assign users to a Permission Set with access to the service console app.
B) Assign users to a Permission Set granting the Service User license.
C) Assign users to a Public Group with access to the service console app.
D) Assign users the Service User license on their User record.

3. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A) Create a sharing rule for each division to provideaccess based on criteria of the article.
B) Create a single data category group for each division and provide access using the role hierarchy.
C) Create separate data category groups for each division and assign the category to a division profile.
D) Create a sharing rule for each division to provide access using the role hierarchy.

4. A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

A) Verify that users are assigned the Live Agent user profile.
B) Verify that users have access to the Live Agent public group.
C) Verify that users are assigned the Live Agent feature license.
D) verify that users have access to the Live Agent chat buttons.

5. For which purpose should a contact center use visual workflow?

A) To automatically assign cases to a specific queue based on the customer support level.
B) To escalate a case to the support manager if it has been open for more than 72 hours.
C) To automate business processes for agents who troubleshoot customer support issues via phone.
D) To assign follow-up tasks to an agent one week after a case is closed.

Solutions: