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Salesforce Service Cloud Administration Sample Questions:

1. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A) All Cases by Customer
B) Case resolution time
C) All Cases closed Month-to-date
D) All open cases by Channel
E) All open Cases by Priority

2. When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A) Data Cleansing
B) Data mapping
C) Activate data validation rules
D) Data Normalization

3. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A) High priority cases opened by account month to date
B) New cases opened by theaccount channel
C) Escalated cases by account month to date
D) Time spent by account year to date

4. Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.

A) Leverage Live Agent for web-based chat.
B) Enable service contracts and entitlements.
C) Implement Salesforce Knowledge on a portal.
D) Implement Salesforce Console for Service to support agents.

5. What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A) Number of solutions created by agent
B) Number of articles created by agent
C) Number of articles attached to a case
D) Numberof cases escalated by agent

Solutions: