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Salesforce Service Cloud Administration Sample Questions:

1. All of the following objects may have a queue EXCEPT:

A) Leads
B) Custom Objects
C) Accounts
D) Cases

2. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A) Knowledge articles with the lowest rating.
B) Knowledge articles created by call center agents.
C) Knowledge search query with no results.
D) Number of knowledge articles in each data category.

3. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) Average handle time
B) First call resolution
C) Customer satisfaction survey
D) Service level agreement

4. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

A) Web to Case
B) Email to Case
C) Community
D) On Demand Email to Case

5. Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A) Upsell percentage
B) Average handle time
C) First call resolution
D) Customer retention

Solutions: