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Salesforce Service Cloud Administration Sample Questions:

1. UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A) Enable data validation rules
B) Normalize database
C) Perform data cleaning
D) Develop data map

2. UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A) Enable service contracts and entitlements
B) Implement Salesforce Knowledge on a portal
C) Implement Service Cloud console to support agents
D) LeverageLive Agent for web-based chat

3. In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A) Allow the exercise to be done in a Production instance
B) Use aFull copy sandbox for the DR exercise
C) Use a Developer Pro sandbox for the DR exercise
D) Use a Partial sandbox for the DR exercise

4. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which twodeploysolutions should a consultant to ensure skills-based routing is operational in Production?

A) Mass Transfer Records
B) Data Import Wizard
C) Data Loader
D) Change Sets

5. UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A) Cross-train agents on both product lines
B) Prioritize customer calls based on their SLA
C) Enable agents to transfer calls toother agents
D) Implement a customer self-service portal

Solutions: