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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.

A) Implement Salesforce Console for Service to support agents.
B) Leverage Live Agent for web-based chat.
C) Implement Salesforce Knowledge on a portal.
D) Enable service contracts and entitlements.

2. Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

A) Site consolidation
B) Recovery point objective
C) Open access to systems
D) Criteria for plan activation

3. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A) Global Actions need to be on the publisher layout.
B) The specific Quick Action must be added to the Case Feed.
C) The specific Quick Action must be added to the Case record page.
D) Quick Actions must be enabled in the org.

4. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A) EnableOmni Channel by clicking Settings in Setup
B) Assign Users to Omni Channel permissions
C) Assign Users to the Omni Channel Feature License
D) Contact Salesforce to have Omni Channel enabled

5. In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A) Use aFull copy sandbox for the DR exercise
B) Allow the exercise to be done in a Production instance
C) Use a Developer Pro sandbox for the DR exercise
D) Use a Partial sandbox for the DR exercise

Solutions: