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Salesforce Service Cloud Administration Sample Questions:

1. 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 profile with access to the service console app
D) Assign users a permission with access to the service console app

2. A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

A) An AppExchange Solution
B) Customer Community
C) Lightning Service Console
D) Field Service Lightning

3. Using Import Wizard, howmany Asset records can you import at a time?

A) 50,000
B) You cannot import Assets via Import Wizard
C) 1000
D) 100,000
E) 5000

4. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Load all articles with the Apex data loader tool
B) Create multiple CSV files, one for each article type
C) Create HTML files referencing image to be uploaded
D) Create a single CSV file, including all article types
E) Match each new article to an existing article type

5. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

A) Implement Customer Communities with Content.
B) Implement Employee Communities with Content.
C) Implement Customer Communities with Knowledge.
D) Implement Partner Communities with Knowledge.

Solutions: