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Salesforce Service Cloud Administration Sample Questions:

1. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A) Create a Process Builder and Flow to change the owner on closed cases.
B) Create a case validation rule to ensure cases are owned by a user when closed.
C) Create a case assignment ruleto ensure cases are owned by a user when closed.
D) Use a data tool to update the owner field on closed cases.

2. Which application will allow a client to enable Ideas on a public website?

A) Customer portal
B) Partner portal
C) Sites
D) Self-service portal

3. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Prepare, Plan, Validate, Execute, Text
B) Prepare, Plan, Text, Execute, Validate
C) Plan, Prepare, Validate, Execute, Text
D) Plan, Prepare, Test, Execute, Validate

4. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A) All open cases by Channel
B) All Cases closed Month-to-date
C) All Cases by Customer
D) Case resolution time
E) All open Cases by Priority

5. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A) Add the entitlement contacts related list toaccount records
B) Add the service contract related list to contact records
C) Add the assets related list to contact records
D) Add the entitlements related list to contact records

Solutions: