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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Plan, Prepare, Test, Execute, Validate
B) Prepare, Plan, Text, Execute, Validate
C) Plan, Prepare, Validate, Execute, Text
D) Prepare, Plan, Validate, Execute, Text

2. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Salesforce for Twitter
B) Live Agent
C) Salesforce Knowledge
D) Open CTI

3. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Add an object-specific custom quick action to create new activities.
B) Assign a single agent to create the activities on all new onboarding cases.
C) Hire a certified developer to write an apex trigger thatcreates each new activity.
D) Provide a macro that will automatically create the activities when executed.

4. The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.

A) Enable Ideas in a ServiceCloud portal.
B) Enable Knowledge in a Service Cloud portal.
C) Enable Chatter for agent collaboration.
D) Create auto response templates for emails.

5. If youdelete a case, which two also get deleted? (Choose two answers)

A) Solution
B) Attachments
C) Account
D) Event

Solutions: