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Salesforce Service Cloud Administration Sample Questions:

1. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Employee Community
B) Sites
C) Partner Community
D) Customer Community

2. What is the primary function of a private branch exchange (PBX)?

A) To mate calls to different agents
B) To use speech recognition to direct calls
C) To report the caller's background information
D) To receive multiple calls at one time

3. 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.

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

5. Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

A) Performance for high volume of interactions
B) Strategies to maximize call deflection
C) Integration with Field service teams and apps
D) Integration with Lead Generation team and apps

Solutions: