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Salesforce Service Cloud Administration Sample Questions:

1. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A) Developing a knowledge base on the experience of an individual
B) Evolving content-based product lifecycles
C) Creating content as aresult of solving issues
D) Rewarding learning, collaboration, sharing and improving.

2. Auto Response rules work on which objects?

A) Accounts and Opportunity
B) Accounts and Cases
C) Leads and accounts
D) Leads and Cases

3. Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A) Email to care with Site
B) On-demand email to case
C) Email to case with web to case
D) On-demand email to case with sites

4. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

A) Create a custom related list on the case.
B) Create a custom Visualforce page.
C) Create a custom view on the Case tab.
D) Create a custom report.

5. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A) Knowledge articles created by call center agents.
B) Knowledge search query with no results.
C) Number of knowledge articles in each data category.
D) Knowledge articles with the lowest rating.

Solutions: