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Salesforce Service Cloud Administration Sample Questions:

1. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

A) ConfigureMacros
B) Multiple Monitors Components
C) Collapsible Sidebar Components
D) Console Keyboard Shortcuts

2. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

A) Visualforce pages refer to Classic article types.
B) Approval process history migrate to Lightning Knowledge.
C) Attachments and .html files in Classic Knowledge are moved to the Files object.
D) Article numbers change during migration.
E) Each article must be associated to a record type.

3. UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A) On-Demand Email-to-Case
B) Customer Chatter groups
C) Email-to-Case
D) Web-to-Case

4. Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A) Entitlements
B) Case Escalation
C) Case Milestones
D) Omni-Channel

5. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers

A) Publisher Actions
B) Macros
C) Omni-Channel
D) Quick Text
E) Chatter

Solutions: