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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A) Field ServiceLightning
B) Employee Community
C) Salesforce Mobile App
D) Lightning Console

2. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers

A) Chatter
B) Publisher Actions
C) Quick Text
D) Macros
E) Omni-Channel

3. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Prepare, Plan, Validate, Execute, Text
B) Plan, Prepare, Validate, Execute, Text
C) Prepare, Plan, Text, Execute, Validate
D) Plan, Prepare, Test, Execute, Validate

4. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) Contact Request
B) Mobile Connect
C) Field Service
D) omni Channel

5. Which three are characteristics of Visual Workflow? Choose 3 answers

A) Elements can be used to update fields in the database.
B) Only one version of a flow can be activated at a time.
C) Apex code must be used to pass data to legacy systems.
D) Apex code must be used to update fields inthe database.
E) Elements can beused to pass data to legacy systems.

Solutions: