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Salesforce Service Cloud Administration Sample Questions (Q86-Q91):
NEW QUESTION # 86
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Number of Portal Logins per Day
- B. Cases by Support Channels
- C. Knowledge Article Usage
- D. Escalated Calls
- E. Average Call Handle Time
Answer: A,B,C
NEW QUESTION # 87
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Provide a timeline that addresses all the requirements.
- B. Organize the requirements from largest to smallest.
- C. Prioritize the requirements based on who submitted them.
- D. Identify the requirements needed for initial GoLive.
Answer: D
NEW QUESTION # 88
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
- A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- B. Enable the "History" component within the Salesforce Console for Service.
- C. Enable the "Access Recent Items" user permission on the user profiles.
- D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
Answer: B
NEW QUESTION # 89
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of approved articles
- B. Number of customer ratings
- C. Number of archived articles
- D. Number of article votes
Answer: D
NEW QUESTION # 90
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. High priority cases opened by account month to date
- B. Escalated cases by account month to date
- C. New cases opened by the account channel
- D. Time spent by account year to date
Answer: A,B
NEW QUESTION # 91
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