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Salesforce Service Cloud Administration Sample Questions:

1. 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) Publish a Managed Package
C) Create an Unmanaged Package
D) Manually re-create the Permission Sets

2. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A) Create an Entitlement Process.
B) Configure Service Contracts.
C) Enable Work Orders.
D) Set up Milestones.

3. UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A) Use auto-response rules to send an email to the customer
B) Use assignment rules toassign the case to a case queue
C) Use escalation rules to assign the case to a case queue
D) Use workflow rules to send an email to the customer

4. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Set up insert Article into Social post and enable the customer community portal.
B) Create a Chatter group and invite the customer to join withan external chatter user.
C) Create a Visualforce page on the customer community portal.
D) Set up communication channel layouts in the object manager to use Insert Article into Social post.

5. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Assign a single agent to create the activities on all new onboarding cases.
B) Hire a certified developer to write an apex trigger thatcreates each new activity.
C) Add an object-specific custom quick action to create new activities.
D) Provide a macro that will automatically create the activities when executed.

Solutions: