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Salesforce Service Cloud Administration Sample Questions (Q151-Q156):

NEW QUESTION # 151
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?

A. Scheduled Reports
B. Milestone Actions
C. Process Builder Scheduled Actions
D. Time-based Workflow Rules

Answer: A

NEW QUESTION # 152
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A. Create a single Dashboard with a Case Team filter.
B. Create a single Dashboard with a Region filter.
C. Create a Dashboard for each Case Team.
D. Create a Dashboard for each Region.

Answer: B

NEW QUESTION # 153
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A. Define a data category called FAQ and assign category visibility to users in the contact centre role.
B. Create an FAQ article type and configure theenable suggested articles option in support settings.
C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Answer: C

NEW QUESTION # 154
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A. It does NOT require a software install for each call center user on a Windows-based PC.
B. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
C. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
D. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

Answer: B,D,E

NEW QUESTION # 155
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Push Notifications
B. Case Feed
C. Next Best Actions
D. Omni-channel Supervisor

Answer: D

NEW QUESTION # 156
......

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