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Salesforce Service Cloud Administration Sample Questions:

1. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A) Configure lightning guidedengagement.
B) Customize the lightning console that page.
C) Customize the pre-chat form.
D) Configure a chat validation rule.

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

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

3. A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A) Add the entitlement lookup field to case page layouts.
B) Add the entitlement related list to account page layouts.
C) Add a Validation Rule that ensures each Account has an entitlement.
D) Add a Validation Rule that ensures each Case has an entitlement.

4. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Use a Change Set
B) Manually re-create the Permission Sets
C) Publish a Managed Package
D) Create an Unmanaged Package

5. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A) Lightning Flow Component
B) Path for Cases
C) Service Console Macros
D) Lightning Guided Engagement

Solutions: