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Salesforce Service Cloud Administration Sample Questions:

1. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, accounts, contacts, cases
B) Users, contacts, accounts, cases
C) Accounts cases, users, contacts
D) Accounts, contacts,cases, users

2. A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A) Set the article publish date to automatically display the article on the start datE.
B) Create a task related to the article with a reminderset for the article start date.
C) Send an email reminder to update the article status to Published on the start date.
D) Create a workflow rule to update the article status to Published on the article start date.

3. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A) Add the entitlements related list to contact records
B) Add the assets related list to contact records
C) Add the entitlement contacts related list toaccount records
D) Add the service contract related list to contact records

4. All of the following objects may have a queue EXCEPT:

A) Leads
B) Accounts
C) Cases
D) Custom Objects

5. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A) Service Console Knowledge Components
B) Service Console Profile Assignments
C) Data Categories and Article Types
D) Data Categories and Article Actions

Solutions: