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Salesforce Service Cloud Administration Sample Questions:

1. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A) Use Bulk API to load the product bug data into Salesforce
B) Use Web Services API to integrate the external database with Salesforce
C) Create a custom product bug object and import data into Salesforce
D) Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

2. Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Whichtwo feature should the consultant recommend as part of the deployment?

A) Retrieve Social Studio credentials.
B) Select two Twitter or Facebook accounts.
C) Enable the Moderation feature to automatically create cases from posts.
D) Create and assign permission sets to give agents social account access.

3. Which solution can be used to improve call deflection?

A) Knowledge base
B) Assignment rules
C) Case routing
D) Web chat
E) Community forum

4. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) Contact Request
B) Mobile Connect
C) omni Channel
D) Field Service

5. Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
B) Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
C) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
D) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Solutions: