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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

A) A knowledge article life cycle that evolves based on usage and demand
B) Reduced first contact resolution
C) A knowledge article life cycle that is implemented correctly the first time and does not need to change
D) Reducedissue resolution time

2. Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A) Implement SOS for mobile experience
B) Create a Customer Community
C) UtilizeKCS to manage Knowledge
D) Add Live Agent to public-facing sites
E) Configure Chatter for public access

3. Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A) Define criteria-based record page components
B) Create multiple Console layouts
C) Configure Macros
D) Enable Keyboard shortcuts

4. Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A) Case volume by channel.
B) Cases created by type.
C) Open cases by reason.
D) Average case stage duration.

5. A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

A) Salesforce Knowledge
B) SOS Video Chat
C) Field Service Lightning
D) Customer Community

Solutions: