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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A) Configure the new app m developer org and use an unmanaged package to deploy to production.
B) Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
C) Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
D) Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

2. Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A) Average case stage duration.
B) Open cases by reason.
C) Case volume by channel.
D) Cases created by type.

3. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Set up insert Article into Social post and enable the customer community portal.
B) Create a Chatter group and invite the customer to join withan external chatter user.
C) Set up communication channel layouts in the object manager to use Insert Article into Social post.
D) Create a Visualforce page on the customer community portal.

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

5. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A) Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
B) Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
C) Assign a global team of experienced agents and leaders to create a common design template and report structure.
D) Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

Solutions: