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Salesforce Administer and Maintain Service Cloud Sample Questions (Q112-Q117):

NEW QUESTION # 112
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A. The user creating the dashboard
• B. The dashboard viewer
• C. Let the dashboard viewers choose
• D. The VP of service

Answer: B

NEW QUESTION # 113
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

• A. Define criteria-based record page components
• B. Enable keyboard shortcuts
• C. Configure Macros
• D. Create multiple console layouts

Answer: B

NEW QUESTION # 114
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

• A. Enable suggested artciels in the community
• B. Set the visibility to the data categories
• C. Define article types with sharing settings
• D. Utilize topic tags for each product type

Answer: D

NEW QUESTION # 115
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A. Case Assignment Rules
• B. Emebedded Chat Service
• C. Web-to-Case
• D. Customer Community

Answer: B

NEW QUESTION # 116
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A. Set up a Salesforce Customer Community that will allow customers to create cases online.
• B. Set up analytical snapshots to capture key case information and create historical trending reports.
• C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
• D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Answer: A,D

NEW QUESTION # 117
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