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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A) Use a community template to set up their customer community.
B) Enable Live Agent in their community to chat with an agent.
C) Add the Question action to Chatter in the community publisher.
D) Enable web -to -case on theirpublic website.

2. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Create an Unmanaged Package
B) Manually re-create the Permission Sets
C) Publish a Managed Package
D) Use a Change Set

3. Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A) Allows customers to customize their user interface
B) Allows customers the ability to collaborate
C) Allows customers to customize reports and dashboards
D) Allows customers to search a knowledge base.

4. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Cases by Support Channels
B) Number of Portal Logins per Day
C) Knowledge Article Usage
D) Average Call Handle Time
E) Escalated Calls

5. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Set up communication channel layouts in the object manager to use Insert Article into Social post.
B) Set up insert Article into Social post and enable the customer community portal.
C) Create a Chatter group and invite the customer to join withan external chatter user.
D) Create a Visualforce page on the customer community portal.

Solutions: