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Salesforce Service Cloud Administration Sample Questions:

1. Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A) Agents can use telephony on a wide range of browsers andoperating systems while only developing once.
B) Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
C) Developers can embed API calls and processes on web pages to automate call handling processes.
D) Developers can integrate with any telephony platform available with little to no need for customization.

2. The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

A) Create a page layout for each article type and assign them to each team based on their product specialization
B) Create an article action for each record type and assign them to each team based on their product specialization
C) Create a permission set foreach record type and assign them to each team based on their product specialization
D) Create a data category for each product and assign themto each team bases on their product specialization

3. Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A) Monitor service level agreements (SLAs) and notify customers.
B) Update thecase status field values.
C) Route cases to agents in an alternate center.
D) Disable the Interactive Voice Response (IVR) system.
E) Deliver training on case handling for contingent staff.

4. Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

A) Create a validation rule for case survey email templates
B) Modify the user interface settings for the case survey sidebar
C) Enable the case survey object for the customer portal
D) Utilize an AppExchange package to handle customer surveys

5. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A) ChatQueue-based routing
B) Omni-channel Skills-based routing
C) Case Skills-based Assignment Rules
D) Omni-channel Queue-based routing

Solutions: