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Salesforce Service Cloud Administration Sample Questions (Q319-Q324):

NEW QUESTION # 319
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

• A. Enable Omni Channel by clicking Settings in Setup
• B. Contact Salesforce to have Omni Channel enabled
• C. Assign Users to Omni Channel permissions
• D. Assign Users to the Omni Channel Feature License

Answer: A
NEW QUESTION # 320
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

• A. Route to agents with the most capacity to take on new work.
• B. Route to agents staffing the assigned overflowqueues.
• C. Route to agents with the least amount of active assigned work.
• D. Route to agents with the most cases closed for that topic.

Answer: A,C
NEW QUESTION # 321
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. Time-based Workflow Rules
• C. Milestone Actions
• D. Process Builder Scheduled Actions

Answer: A
NEW QUESTION # 322
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

• A. Number of Portal Logins per Day
• B. Knowledge Article Usage
• C. Escalated Calls
• D. Cases by Support Channels
• E. Average Call Handle Time

Answer: A,B,D
NEW QUESTION # 323
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

• A. Workforce management
• B. Skills -based routing
• C. Private branch exchange
• D. Interactive voice response

Answer: B
NEW QUESTION # 324
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