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Salesforce Service Cloud Administration Sample Questions:

1. Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A) Use the data loader to import unstructured articles
B) Map articles with HTML sections to rich text area fields
C) Use change sets to import data categories
D) Create a separate .csv for each article type

2. TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A) Measure and reward agents based on the number of new articles approved for publication.
B) Create a dashboard that includes articles submitted by agents and approved for publication.
C) Measure and reward agents basedon the number of new articles submitted for approval.
D) Require agents to check a box on the case when submitting a new suggested article.

3. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Quality monitoring score
B) Agent utilization
C) Schedule adherence
D) Number of calls offered

4. What process is a use case for Visual workflow? Choose 3 answers

A) Cross-self promotions for representatives
B) Decision-based troubleshooting for representatives
C) Assignment of email to a case queue based on subject
D) Field validation during case creation
E) Caller verification and creation of a new case

5. If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A) Implement Lightning Guided Engagement
B) Defineseparate Record Types for Tier 1 and Tier 2
C) Configure a Visual Flow Troubleshooting Action
D) EnableOmni-Channel Case assignment

Solutions: