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Salesforce Service Cloud Administration Sample Questions:

1. Which application will allow a client to enable Ideas on a public website?

A) Partner portal
B) Customer portal
C) Sites
D) Self-service portal

2. Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A) Case custom reports
B) Caseassignment rules
C) Case queues
D) Case dashboards

3. Which feature ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

A) Display articles in a public knowledge base.
B) Display articles with HTML, images, and links.
C) Display articles in Salesforce Answers.
D) Publish articles to the Web using Salesforce Publisher.

4. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A) Use suggested Knowledgearticles
B) Bypass entitlement verification
C) Use integrated voiceresponse
D) Increase the Call-to-Order ratio

5. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A) Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B) Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C) Deliver the entire project simultaneously so as to present UC with a completed solution.
D) set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Solutions: