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Salesforce Service Cloud Administration Sample Questions:

1. A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A) Users cannot own records
B) Users are not associated with a role in the hierarchy
C) Users can be part of a case team
D) Users can download and view content

2. In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A) Organize the fields on the page layout to match each process
B) Create a custom object for eachstep in the process
C) Use Visual Workflow to streamline the process
D) Use Visualforce to create a wizard for each process

3. What is the primary function of a private branch exchange (PBX)?

A) To use speech recognition to direct calls
B) To receive multiple calls at one time
C) To report the caller's background information
D) To mate calls to different agents

4. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Improve the training provided to existing agents
B) Configure entitlements and milestones to enforce SLAs
C) Hire more agents for the contact centers
D) Track social sentiment across social media outlets

5. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A) Use the Files Related List on each article to add files to your articles.
B) Post the Files to the Chatter Feed on each Article.
C) Upload the files as Documents, then relate them to the migrated Articles.
D) Use the Lightning Knowledge MigrationTool and choose 'include files'.

Solutions: