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Salesforce Service Cloud Administration Sample Questions:

1. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, accounts, contacts, cases
B) Users, contacts, accounts, cases
C) Accounts, contacts,cases, users
D) Accounts cases, users, contacts

2. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) RESTful services with GET, POST, or PUT
B) Schedule batch Apex processing job
C) Visualforce page APEX SOAP async callout
D) Workflow-driven outbound messaging

3. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Sites
B) Employee Community
C) Customer Community
D) Partner Community

4. Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A) Lightning Guided Engagement
B) Macros
C) Quick Text
D) Visual Workflow

5. What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

A) Use the Salesforce data loader to load and cleanse the data.
B) Use the Salesforce import wizard to load and cleanse the data.
C) Upload thedata into Salesforce and then run data cleansing tools.
D) Cleanse the data outside of Satesfbrce and then migrate the data.

Solutions: