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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Configure the Visualforce page to use the Lightning Design System.
B) Rename the Visualforce page to "Lightning Knowledge"
C) Remove Apex code references to the ArticleType field.
D) Remove Apex code references to the Article RecordType field.

2. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) Contact Request
B) Field Service
C) Mobile Connect
D) omni Channel

3. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A) Set up Milestones.
B) Enable Work Orders.
C) Create an Entitlement Process.
D) Configure Service Contracts.

4. Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A) Create a daily snapshot report of all cases and calculate percentage of escalated cases
B) Create a formula field on the case record to calculate percentage of escalated cases
C) Create a case report with a custom summary formula to calculate the percentage of escalated cases
D) Create abucket field on a report to calculate the percentage of escalated cases

5. Universal Containers needs to customizeSalesforce to improve its Support Agents' experience so they can work moreefficiently.
Which two features requires Service Cloud?

A) Access to Knowledge Articles
B) Utility Bar
C) Unique page layouts for each Case Record Type
D) Open multiple case records as tabs and sub tabs

Solutions: