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Salesforce Service Cloud Administration Sample Questions:

1. The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A) First Call Resolution
B) Time to Answer
C) Service-Level Agreements
D) Average Handle Time

2. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A) Create a single data category group for each division and provide access using the role hierarchy.
B) Create a sharing rule for each division to provideaccess based on criteria of the article.
C) Create a sharing rule for each division to provide access using the role hierarchy.
D) Create separate data category groups for each division and assign the category to a division profile.

3. Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A) Escalation rate
B) Averagespeed to answer
C) First contact resolution
D) Average handle time

4. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A) Entitlements and milestones
B) Case assignment
C) Salesforce console
D) Case escalation

5. The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

A) Verification of the production migration checklist
B) Verification that sample data has been loaded
C) Fund customer approval on training materials
D) Approval of test scripts from the business lead

Solutions: