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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A) Web-to-Case
B) Email-to-Case
C) On-Demand Email-to-Case
D) Salesforce for Outlook

2. Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problemsaccount for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A) Use Lightning Connect to connect and access data in real-time from the billing system.
B) Import payment data into Salesforce and add to the contact page layout as a related list.
C) Create a Visualforce page that retrieves payment information via a Web Service call-out.
D) Create a custom tab of type URL that displays a search page from the billing system.

3. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?

A) Enable Live Agent for the organization
B) Create user profiles or permission sets
C) Create an iframe to display the chat window
D) Enable Chatter Messenger for the organization

4. Milestones can be added towhich three object types?
Choose 3 Answers

A) Work order
B) Account
C) Service
D) Entitlement
E) Case

5. Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A) Service contracts
B) Milestones
C) Assets
D) Cases

Solutions: