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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 joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
B) Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
C) Create a reporting snapshot 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. 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) The Macros widget or utility must be added to the console.
B) Users must use Lightning Experience.
C) The Run Macros Permission must be granted to users.
D) Publisher Actions used in the macros must be on the page layout.
E) The Run Macros Action must be on the page layout.

3. Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A) Case volume by channel.
B) Open cases by reason.
C) Cases created by type.
D) Average case stage duration.

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

5. What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A) Chatter feeds
B) Self Service Portal
C) Customer Portal
D) Email to Case

Solutions: