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Salesforce Service Cloud Administration Sample Questions:

1. What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A) To provide information planning planned maintenance
B) To provide best practices for continuity plans
C) To provide live support for system and data backup
D) To provide live and historical data on system performance
E) To provide online security threat information

2. Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A) Employee Community
B) Company Community
C) Customer Community
D) Partner Community

3. The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.

A) Enable Knowledge in a Service Cloud portal.
B) Enable Chatter for agent collaboration.
C) Create auto response templates for emails.
D) Enable Ideas in a ServiceCloud portal.

4. Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A) Install Knowledge Base Dashboards and Reports AppExchange package.
B) Send out a monthly survey to customers requesting feedback.
C) Create a group of super users that will evaluate and manage articles.
D) Contact Salesforce to send a report on article efficacy.

5. A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A) Report on agent feedback on articles
B) Report on agent ratings on articles
C) Report on the articlesfollowed in Chatter
D) Report on the articles attached to cases

Solutions: