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Salesforce Service Cloud Administration Sample Questions:

1. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Create a single CSV file, including all article types
B) Match each new article to an existing article type
C) Load all articles with the Apex data loader tool
D) Create HTML files referencing image to be uploaded
E) Create multiple CSV files, one for each article type

2. Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A) It does NOT require a software install for each call center user on a Windows-based PC.
B) It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files
C) It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
D) It acts as anintermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
E) Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

3. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) RESTful services with GET, POST, or PUT
B) Schedule batch Apex processing job
C) Visualforce page APEX SOAP async callout
D) Workflow-driven outbound messaging

4. Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A) Deploy Pre-Chat form
B) Configure LiveMessage
C) Create quick actions
D) Activate quick test

5. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

A) Define data categories with custom visibility.
B) Define article typeswith public sharing settings.
C) Define a custom field to identify the subject.
D) Define topics for each knowledge article.

Solutions: