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Salesforce Service Cloud Administration Sample Questions:

1. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) System software restore after an outage
B) Highly available telecom solution
C) Server hardware infrastructure rebuilds
D) Periodic maintenance windows

2. What is a benefit of a quality monitoring system? Choose 2 answers

A) Enforce a consistent standard of service for customer interaction
B) Capture inappropriate word usage and generate reports
C) Teach new agents how to handle difficult situations
D) Lower the average speed of answer (ASA)

3. What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A) Streamline the agent interface.
B) Implement team productivity dashboards.
C) Enable templates for written responses.
D) Offer supports through Facebook and twitter.

4. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A) Use a second Console session.
B) Keep all open in tabs.
C) Define a custom List View.
D) Add History to the Utility bar.

5. A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A) Review case history and activities for Agents B and C
B) Build a dashboard to display individual performance by agent versus the team goal
C) Document and share the practices of Agent A with the team via knowledge articles
D) Lower the target for entire team to that of Agent A
E) Update case assignment rules to route more cases to Agent A

Solutions: