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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A) Email Template
B) Email Alert
C) Assignment Rule
D) Email Relay
E) Workfl

2. Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A) Create three data categories for each product area (Personal Banking, Mortgage, CD).
B) Create three article types for each product area (Personal Banking, Mortgage, CD).
C) Create two data categories to display information (Question/Answer, Product Info).
D) Create two article typesto display information (Question/Answer, Product Info).

3. Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A) Visibility into serviceentitlements
B) Mobile access to case information
C) Chatter groups for customer
D) Predictive dialer for outbound calls

4. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A) Document the requirements gap and communicate development options to the project team
B) Add development resources to the project team to build out the additional requirements.
C) Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
D) Adjustthe project scope to accommodate new requirements and continue with the original project schedule

5. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Remove Apex code references to the ArticleType field.
B) Rename the Visualforce page to "Lightning Knowledge"
C) Configure the Visualforce page to use the Lightning Design System.
D) Remove Apex code references to the Article RecordType field.

Solutions: