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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

A) Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
B) Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
C) Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
D) Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

2. Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A) Configure the case list under custom console components so users can view the list view along with the case view
B) Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
C) Build a customer visual force page with the list view and assign it to the console sidebar.
D) Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console

3. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A) The report hasa standard Report Type.
B) The report contains a chart.
C) The report chart is added to the Page Layout.
D) The report is a Summary or Matrix report.
E) The report is shared with a Chatter Group.

4. Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A) Web-to-Case
B) Customer Chatter groups
C) Emall-to-Case
D) On-Demand Email-to-Case

5. A Service Rep transfers a Live Agent Chat to another Rep.
Which two things willhappened?

A) The Customer is shown the new Rep's name
B) The Customer doesn't know they were transferred
C) Both Service Reps can chat with the customer
D) The chat transcripts and case are transferred

Solutions: