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Salesforce Service Cloud Administration Sample Questions:

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

2. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A) Employee Community
B) Field ServiceLightning
C) Lightning Console
D) Salesforce Mobile App

3. Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

A) Assign users to a call center
B) Configure call center definition
C) Deploy Call Center Directory
D) Install CTIadapterusing open CTI
E) Configure IVR auto response

4. Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go- live. Agents will need easy access to case information for the last one year.

A) Migrate open and closed cases without milestones and entitlements
B) Migrate open and closed cases with milestones and entitlements
C) Migrate closed cases with milestones and entitlements
D) Migrate closed cases to a custom read-only object

5. Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A) Define Entitlement and Milestones.
B) Configure Case Escalation Rules.
C) UseProcess Builder with Scheduled Actions
D) Enable Omni-Channel Routing.

Solutions: