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Salesforce Service Cloud Administration Sample Questions:

1. Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A) Enable article deliveries
B) Publish articles to external channels
C) Assign article types to the communities
D) Configure content library permissions
E) Enable public solutions.

2. UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A) Visual Workflow, data loader, and Force.com IDE
B) Force.com migration tool, Force.com IDE, and change sets
C) Data loader, change sets, and Force.com Excel Connector
D) Mass Transfer Records, change sets, and Force.com migration tool

3. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A) Configure Case Feed page layouts
B) Configure the Case highlights panel
C) Add a Visualforce page to the Caselayout
D) Create Salesforce Classic Quick Action

4. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Total number of account and contact records in the database
B) Work order and customer contact escalation requirements
C) Account team relationship to the primary contact
D) Case closure rules on the original case
E) Visibility and access to thework order records

5. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A) Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
B) Document the requirements gap and communicate development options to the project team
C) Add development resources to the project team to build out the additional requirements.
D) Adjustthe project scope to accommodate new requirements and continue with the original project schedule

Solutions: