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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers needs to customizeSalesforce to improve its Support Agents' experience so they can work moreefficiently.
Which two features requires Service Cloud?

A) Access to Knowledge Articles
B) Open multiple case records as tabs and sub tabs
C) Unique page layouts for each Case Record Type
D) Utility Bar

2. The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A) Number of IVR inquiries without agent involvement
B) Average call handle time by team
C) Number of cases created using portal
D) Number of cases closed by a self-service user

3. What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

A) Use the Salesforce data loader to load and cleanse the data.
B) Use the Salesforce import wizard to load and cleanse the data.
C) Upload thedata into Salesforce and then run data cleansing tools.
D) Cleanse the data outside of Satesfbrce and then migrate the data.

4. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Employee Community
B) Partner Community
C) Sites
D) Customer Community

5. What is the primary function of a private branch exchange (PBX)?

A) To receive multiple calls at one time
B) To mate calls to different agents
C) To use speech recognition to direct calls
D) To report the caller's background information

Solutions: