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Salesforce Service Cloud Administration Sample Questions:

1. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A) Average customer satisfaction score by case
B) Average number of activities per case
C) Total number of cases by origin
D) Average number of articles attached to a case

2. Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

A) # of articles per agent
B) # of cases via email
C) Most popular articles
D) Total cases created

3. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Chatter Answers
B) Customer Community
C) Web -to -Case
D) Knowledge Base
E) Live Agent

4. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) Workflow-driven outbound messaging
B) Schedule batch Apex processing job
C) Visualforce page APEX SOAP async callout
D) RESTful services with GET, POST, or PUT

5. Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A) Allow agents to create Knowledge articles when closing a case.
B) Require agents to create Knowledge articles when opening a case.
C) Add the Submit Feedback buttonon the Solutions tab.
D) Add the Submit Feedback button to articles.

Solutions: