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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

A) A third -party mobile application platform
B) A workforce management system
C) A knowledge management system
D) An enterprise resource planning system

2. Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A) Milestones
B) Cases
C) Service contracts
D) Assets

3. How is the hash mark (e.g., #salesforce) usedin chatter?

A) Indicates aclickable URL hyperlink
B) Ties the Chatter message to a topic
C) Links the Chatter message to Twitter
D) Indicates the name of a group in which to place the Chatter message

4. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A) Implement an adapter using the Telephony API.
B) Move to a cloud -based telephony system.
C) Implement an adapter built on Open CTI.
D) Build an adapter using the telephony vendor's toolkit.

5. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

A) Community
B) Web to Case
C) On Demand Email to Case
D) Email to Case

Solutions: