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Salesforce Service Cloud Administration Sample Questions:

1. A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A) Number of articles associated to cases.
B) Number of Chatter files attached to cases.
C) Number of published article views.
D) Number of successful keyword searches.
E) Number of content packs attached to cases.

2. Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
B) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
C) Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
D) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

3. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Live Agent
B) Open CTI
C) Salesforce Knowledge
D) Salesforce for Twitter

4. How is the hash mark (e.g., #salesforce) usedin chatter?

A) Ties the Chatter message to a topic
B) Indicates the name of a group in which to place the Chatter message
C) Indicates aclickable URL hyperlink
D) Links the Chatter message to Twitter

5. Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A) Each article must be associated to an article type
B) Attachments and .html files must be referenced in acorresponding .zip file
C) A separate .csv import file is uploaded for each article type
D) A separate .csvimport file is uploaded for each data category
E) One .csv import file is uploaded for all article types

Solutions: