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Salesforce Service Cloud Administration Sample Questions:

1. A company has theserequirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case towork Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A) Route to agents with the most capacity to take on new work.
B) Route to agents with the least amount of active assigned work.
C) Route to agents staffing the assigned overflow queues.
D) Route to agents with the most cases closed for that topic.

2. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Assignment of email to a case queue based on subject
B) Caller verification and creation of a new case
C) Cross-sell promotions for agents
D) Field validation during case creation
E) Decision-based troubleshooting for agents

3. Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A) Mobile access to case information
B) Visibility into serviceentitlements
C) Predictive dialer for outbound calls
D) Chatter groups for customer

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

5. A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A) Set the article publish date to automatically display the article on the start datE.
B) Send an email reminder to update the article status to Published on the start date.
C) Create a workflow rule to update the article status to Published on the article start date.
D) Create a task related to the article with a reminderset for the article start date.

Solutions: