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Salesforce Service Cloud Administration Sample Questions:

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

2. Which solution can be used to improve call deflection?

A) Web chat
B) Case routing
C) Knowledge base
D) Assignment rules
E) Community forum

3. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

A) Create a custom view on the Case tab.
B) Create a custom Visualforce page.
C) Create a custom report.
D) Create a custom related list on the case.

4. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Customrelated list
B) Customer view ofcase tab
C) Custom Visual force page
D) Custom report

5. What process is a use case for Visual workflow? Choose 3 answers

A) Field validation during case creation
B) Caller verification and creation of a new case
C) Decision-based troubleshooting for representatives
D) Cross-self promotions for representatives
E) Assignment of email to a case queue based on subject

Solutions: