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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A) Remove date boundaries from filter criteria.
B) Remove formula fields from filter criteria.
C) Remove dashboards based on long-running reports.
D) Remove unnecessary columns from thereports.

2. Milestones can be added to which three Object types? Choose 3 answers

A) Entitlement
B) Account
C) Case
D) Work Order
E) Service

3. Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A) Project kickoff presentation
B) Solutiondesign document
C) Project milestones
D) Requirements traceability matrix

4. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A) Create the custom fields for the slide type
B) Set up a zip file that contains the CSV, HTML, and image files.
C) Set up the article actions and assign publishers to each action
D) Create thedata categories and set up the data category values.
E) Set the publicationstatus of the article tame to draft status

5. A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

A) Verify that users are assigned the Live Agent user profile.
B) verify that users have access to the Live Agent chat buttons.
C) Verify that users have access to the Live Agent public group.
D) Verify that users are assigned the Live Agent feature license.

Solutions: