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Salesforce Service Cloud Administration Sample Questions:

1. 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) Customer Community
B) Partner Community
C) Employee Community
D) Sites

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

3. UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

A) Contact related list load time
B) Contact list view edit time
C) Contact report run time
D) Contact view page load time

4. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A) Displaying whether a case response complies with a customer's service level agreement
B) Representing metrics such as first-response and resolution time on cases
C) Monitoring the case escalationrule queue toconfirm service levels are met
D) Identifying the customer contact associated with a particular stage of a service contract

5. Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A) Create a formula field on the case record to calculate percentage of escalated cases
B) Create a case report with a custom summary formula to calculate the percentage of escalated cases
C) Create a daily snapshot report of all cases and calculate percentage of escalated cases
D) Create abucket field on a report to calculate the percentage of escalated cases

Solutions: