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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A) Entitlement processes, contracts, contract line Items, and entitlements
B) Entitlement processes, milestones,milestone actions, and entitlements
C) Entitlement processes, contract line items, milestones, and entitlements
D) Entitlement processes, contracts, milestones, and milestone actions

2. Which metric influences customer satisfaction? Choose 2 answers

A) Cost per call
B) First call resolution
C) After call work
D) Call quality

3. What are two design considerations for a Live Agent implementation? Choose 2 answers

A) Chat Visitor Browser
B) Idle Connection Timeout
C) Chat Window Title
D) ChatCharacter Limit

4. What are two benefits of deploying Knowledge in Customer Communities?

A) Eliminates tracking of customer entitlements
B) Uncovers gap in the knowledge base
C) Reduces incoming call volume
D) Replaces the need for an email channel

5. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Custom report
B) Customrelated list
C) Customer view ofcase tab
D) Custom Visual force page

Solutions: