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Salesforce Service Cloud Administration Sample Questions:

1. A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A) Communities
B) Mass email
C) Public groups
D) Salesforce Chat

2. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A) Email Alert
B) Workfl
C) Email Relay
D) Email Template
E) Assignment Rule

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

4. Which search mechanism should be used to find case comments fromwithin the lightning service console?

A) Comment search component
B) Comments list view
C) Global search
D) Search utility component

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

Solutions: