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Salesforce Service Cloud Administration Sample Questions:

1. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Assignment of email to a case queue based on subject
B) Caller verification and creation of a new case
C) Cross-sell promotions for agents
D) Field validation during case creation
E) Decision-based troubleshooting for agents

2. Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A) On the Highlights Panel of a Primary tab
B) On a new tab in the agent's browser
C) On the left sidebar of Salesforce Classic
D) Onthe footer of the Lightning Console

3. A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A) Add the entitlement lookup field to case page layouts.
B) Add the entitlement related list to account page layouts.
C) Add a Validation Rule that ensures each Account has an entitlement.
D) Add a Validation Rule that ensures each Case has an entitlement.

4. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Salesforce for Twitter
B) Live Agent
C) Salesforce Knowledge
D) Open CTI

5. KCS (knowledge centered support) what is it? Choose 2Answers

A) Share knowledge with the business partners
B) Method for social media management
C) Process for creating and maintaining knowledge
D) Standard for managing customer support and delivery

Solutions: