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Salesforce Service Cloud Administration Sample Questions:

1. Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A) Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
B) Build a customer visual force page with the list view and assign it to the console sidebar.
C) Configure the case list under custom console components so users can view the list view along with the case view
D) Recommend openingthe case list view in a separate browser tab and use the window alongside the case view

2. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A) On autility bar of the Lightning App
B) On a record Activity Feed list
C) On a record Highlights Panel
D) On the Calendar right hand panel

3. The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A) Implement Macros
B) Enable the support setting for default email templates
C) Implement Quick Text
D) Enable the Support Process for default email templates
E) Implement Email-To-Case

4. In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A) Use aFull copy sandbox for the DR exercise
B) Use a Developer Pro sandbox for the DR exercise
C) Allow the exercise to be done in a Production instance
D) Use a Partial sandbox for the DR exercise

5. Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A) Assign user topublic group with access to the service console app
B) Assign users a sharing rule with access to the service console app
C) Assign users a permission with access to the service console app
D) Assign users a profile with access to the service console app

Solutions: