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Salesforce Service Cloud Administration Sample Questions:

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

2. Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

A) A workforce management system
B) A third -party mobile application platform
C) An enterprise resource planning system
D) A knowledge management system

3. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) First call resolution
B) Average handle time
C) Customer satisfaction survey
D) Service level agreement

4. Which configuration item must be created when implementing Lightning Knowledge?

A) Record Types
B) Attachment Types
C) Article Types
D) File Types

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

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

Solutions: