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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A) Escalation rate
B) Average handle time
C) First contact resolution
D) Averagespeed to answer

2. Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A) Telesales center
B) Telemarketing center
C) Human Resources (HR) help desk
D) Information Technology (IT) help desk

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

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

4. Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A) Enable Chatter for agent collaboration
B) Enable Ideas in a customer portal
C) Create auto-response templates for incoming emails
D) Enable Live Agent to handle incoming service inquiries

5. Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A) Review existing cases for an account.
B) Run and view Salesforce reports.
C) Post report information on Chatter.
D) Update case data for a customer.

Solutions: