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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?

A) Create a Knowledge Visualforce component within the Salesforce Console for Service.
B) Activate Knowledge One within the Salesforce Console for Service.
C) Activate Knowledge One on the case detail page.
D) Create a Knowledge Visualforce component on the case detail page.

2. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A) The Case Feed
B) The Social Feed
C) A Custom Component
D) A Twitter Macro

3. Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

A) Add additional components to the Lightning console.
B) Coach users on minimizing open console tabs.
C) Allow the user to log into Live Agent from multiple browsers.
D) Ensure each laptop has a modern browser installed.

4. UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A) Salesforce Console for Service
B) Process Builder
C) Visualforce custom page
D) Auto launch flow

5. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A) Create separate data category groups for each division and assign the category to a division profile.
B) Create a single data category group for each division and provide access using the role hierarchy.
C) Create a sharing rule for each division to provideaccess based on criteria of the article.
D) Create a sharing rule for each division to provide access using the role hierarchy.

Solutions: