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Salesforce Service Cloud Administration Sample Questions:

1. Which method can be used to route cases from social channels?

A) Enable Social Customer Service and add assignment rules to thecase object.
B) use Twitter-to-case and add workflow rules to the case object.
C) EnableSocial Network Profile and add workflow rules to the contact object.
D) Enable Social Network Profile and add assignment rules to the case object.

2. A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

A) Field Service Lightning
B) Customer Community
C) Lightning Service Console
D) An AppExchange Solution

3. Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A) Omni-channel Skills-based routing
B) Live AgentQueue-based routing
C) Case Skills-based Assignment Rules
D) Omni-channel Queue-based routing

4. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Customer view ofcase tab
B) Customrelated list
C) Custom Visual force page
D) Custom report

5. Universal Containers wants to provide a more consistent service experience to itscustomers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A) Users must use Lightning Experience.
B) The Run Macros Permission must be granted to users.
C) Publisher Actions used in the macros must be on the page layout.
D) The Macros widget or utility must be added to the console.
E) The Run Macros Action must be on the page layout.

Solutions: