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Salesforce Service Cloud Administration Sample Questions:

1. A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

A) Field Service Lightning
B) An AppExchange Solution
C) Customer Community
D) Lightning Service Console

2. Which metric influences customer satisfaction? Choose 2 answers

A) After call work
B) Cost per call
C) First call resolution
D) Call quality

3. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Cross-sell promotions for agents
B) Caller verification and creation of a new case
C) Assignment of email to a case queue based on subject
D) Field validation during case creation
E) Decision-based troubleshooting for agents

4. Which support channel requires the smallest amount of agent work time?

A) Email to case
B) Chat
C) Web to case
D) Webself service

5. Auto Response rules work on which objects?

A) Accounts and Opportunity
B) Leads and Cases
C) Leads and accounts
D) Accounts and Cases

Solutions: