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Salesforce Service Cloud Administration Sample Questions:

1. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A) Customer Purchase History
B) Customer Support Requests
C) Net promoter Score
D) Service Level Agreement
E) customer satisfaction Survey

2. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A) Time spent by account year to date
B) High priority cases opened by account month to date
C) New cases opened by theaccount channel
D) Escalated cases by account month to date

3. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?

A) Einstein Bot social queues.
B) Social Media Marketing message tagging.
C) Social Customer Service for Twitter and Facebook.
D) Social Persona tor Twitter and Facebook.

4. Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A) Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
B) Developers can embed API calls and processes on web pages to automate call handling processes.
C) Agents can use telephony on a wide range of browsers andoperating systems while only developing once.
D) Developers can integrate with any telephony platform available with little to no need for customization.

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

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

Solutions: