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Salesforce Service Cloud Administration Sample Questions:

1. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A) Migrate atest deployment to a stagingenvironment for a smoother real-life experience.
B) Ensure all users refrain from logging into production for an entire day prior to deployment.
C) Select a window of time when users will NOT be making changes to the organization.
D) Ensure that at least 60% of the code is covered by unit tests before deploying to production.
E) Plan and communicate the deployment to all users of the organization in advance.

2. Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A) A separate .csvimport file is uploaded for each data category
B) One .csv import file is uploaded for all article types
C) Each article must be associated to an article type
D) Attachments and .html files must be referenced in acorresponding .zip file
E) A separate .csv import file is uploaded for each article type

3. Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A) Add the Live Agent Component to the Utility bar.
B) Configure Omni-Channel Supervisor tab and 3rd party access.
C) Configure Live Agent Supervisor tab and Whisper Messages.
D) Configure the SOS snap-in for the Lightning Service Console.

4. Case escalation rules triggered on the lastmodification will be reset each time a user does which of the following actions?

A) Adds a related comment to the case
B) Edits the case
C) All of the above
D) Reads the case
E) Adds an activity or sends an email from thecase record

5. Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A) Hire additional support agents
B) Align agent performance goals with KPIs
C) Reduce the cost per call
D) Train support agents

Solutions: