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Salesforce Service Cloud Administration Sample Questions (Q100-Q105):

NEW QUESTION # 100
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

  • A. Use entitlements to define a process and milestones
  • B. Use escalation rules
  • C. Use case teams to close

Answer: A


NEW QUESTION # 101
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  • A. On a record Highlights Panel
  • B. On the Calendar right hand panel
  • C. On a record Activity Feed list
  • D. On autility bar of the Lightning App

Answer: C


NEW QUESTION # 102
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

  • A. Make contact center representatives accessible 24/7 to distribute the call volume.
  • B. Make knowledge base articles and community answers accessible on its website.
  • C. Hire contact center representatives that specialize in each of the product categories.
  • D. Redirect users from the company site to social media forums about the products.

Answer: B


NEW QUESTION # 103
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  • A. Public Knowledge
  • B. Macros
  • C. Chatter Questions
  • D. Communities
  • E. Field Service

Answer: A,C,D


NEW QUESTION # 104
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers

  • A. The report chart is added to the Page Layout.
  • B. The report is a Summary or Matrix report.
  • C. The report contains a chart.
  • D. The report is shared with a Chatter Group.
  • E. The report has a standard Report Type.

Answer: B,C


NEW QUESTION # 105
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