Download Salesforce Service Cloud Interview Questions and Answers and more Exams Business Administration in PDF only on Docsity!
Sales force Service Cloud Tested
Questions with Winning Answers
A finance user that has View All Data permission enabled sees no opportunities when opening a sales pipeline report. But a sales rep sees opportunities as expected. Opportunities should only be visible to those with permission. Which two actions should the admin perform to ensure that the finance user sees opportunities in the pipeline report? Choose 2. A. Select Save Hierarchy Level on the pipeline report. B. Create a new report formula on the pipeline report. C. Change the org-wide opportunity sharing default to Public Read. D. Update the report filter to show all opportunities. correct answer โ โ A, D What should an admin configure to provide each sales rep a dashboard that shows their current opportunity pipeline? A. Create a dashboard folder for each user.
B. Set the dashboard running user to "the dashboard viewer". C. Filter the dashboard with a dynamic view set to the VP of Sales. D. Set a dashboard filter to the current user. correct answer โ โ B
What should the system admin do when users are unable to find a custom report type? A. Add a button for the new report type to the Report Builder. B. Make sure the user profile includes the report type. C. Make sure the new report type is deployed. D. Add the new report type to the related objects. correct answer โ โ C A company uses a private data access model. Product managers and sales reps are in different branches of the role hierarchy. What should an admin do to ensure that product managers can report on opportunities in their product line? A. Move all product managers to a role below the sales reps. B. Create a sharing rule based on criteria.
B. Mass Email Queue C. Outbound Messaging Delivery Queue D. Background Jobs Queue correct answer โ โ A
A company has a team of account managers that requested email alerts anytime an opportunity or case is created on accounts that they own. What is the minimum number of workflows needed to accomplish this task? A. Four workflow rules for create and update on opportunities and accounts. B. No workflow rules, but two email alerts. C. One workflow rule with two email alerts. D. Two workflow rules with one email alert each. correct answer โ โ D
What are two final actions in an approval process? Choose 2. A. Create a chatter post B. Call Apex C. Send an outbound message
D. Add an email alert correct answer โ โ C, D
A company wants to ensure that the information is up to date on their Company Information page in Salesforce. Which set of information can an administrator specify in the Company Information page? A. Fiscal year, Password policies, Default time zone B. Primary contact, Chatter settings, Set domains C. Organization name, Default time zone, Default language D. Business hours, Translation settings, corporate currency correct answer โ โ C A company wants to ensure that all of its locale settings are up to date and consistent in the Salesforce system. The admin is going through the process of making updates and configuring parameters for this information. Which two sets of parameters are configured using Locale settings? Choose 2. A. Business Hours and Holidays B. Phone Number and Currency Format
What should an admin do to assign a Service Cloud user license to a new user? A. Create a new permission set license agreement. B. Enable Service Cloud User on the user record detail page. C. Clone the Sample Console and assign it to the user. D. Enable Service Console in Support Settings. correct answer โ โ B A company is growing internationally. An admin receives details of a new hire in the Tokyo office who requires access to the Salesforce organization. Which two requirements should the admin consider when creating a new user in a production Salesforce org? Choose 2. A. Usernames must be in the form of an email address. B. Usernames must include the company's email domain. C. Usernames must be the same as the user's email address. D. Usernames must be unique across all production Salesforce orgs. correct answer โ โ A, D
A new employee is trying to login to Salesforce, but is having trouble and getting login error messages. He reaches out to the Salesforce admin for help. What should the admin do first to troubleshoot login error messages? A. Log in as the user to view the error message. B. Check the user's login history related list on the user record. C. Review entries in the Setup Audit Trail. D. Search the debug log for the error message. correct answer โ โ B
The admin is notified that one of the company's employees is going on leave for a few weeks. The company does not want the employee logging in to Salesforce while on leave. What should the admin do to prevent a user from logging into Salesforce temporarily? A. Reset the user's password. B. Change the user's login hours. C. Delete the user's account. D. Freeze the user's account. correct answer โ โ D
- Expand efficiency with Artificial Intelligence. What does case management do? correct answer โ โ Organising Customer cases into one place and ensures it reaches the right person, for right answer, by the right time. What are the 4 main Case automation tools correct answer โ โ 1. Queues
- Assignment rules.
- Escalation rules
- Auto Response rules What are the two key benefits of Lightning Service Setup correct answer โ โ Service Matrix & Setup flows What are some digital Engagements on Multiple Channels correct answer โ โ Add email Service Add Webform Service on- Demand Email-to-Case correct answer โ โ Sends email traffic outside of your network's firewall
Web-to-Case correct answer โ โ 1. Generates HTML to send to your web developer
- Let's Customers submit cases to your team from a website form.
- Supports case fields you choose.
- Can generate up to 5000 cases a day. Communities correct answer โ โ It is a self-service web forum for your customers What are the key benefits of Lightning Service Console correct answer โ โ c
The service cloud platform hives your agents superpowers correct answer โ โ to Deliver intelligent service With the service cloud platform, agents can connect with customers correct answer โ โ On any channel the customer chooses
From Service Consile agents can correct answer โ โ 1. Get 360-degree view of the customer
- Respond to customers through email, SMS or Social media
- See knowledge articles.
With the service Cloud platform l, Companies can connect with customers across which channels.? correct answer โ โ Phone, email, SMS, Facebook Messenger, Twitter, Live chat, video chat & more Connecting Sales & Service keeps Customers coming back because correct answer โ โ Today's connected customers want a connected experience.
Sales and service clouds together enable your team to correct answer โ โ Deliver personalized experience based on customer insights. Advantage of Salesforce platform is correct answer โ โ Seamless integration across sales, service & more Two types of Service metrics correct answer โ โ Internal- what happens inside the contact center & external matrices what happens outside the contact center. What does Service metrics track? correct answer โ โ Effectiveness of Agent Performance ( internal The VP of sales at a company wants to take a look at all of the sales deals that are currently in play for the sales team to determine how well they're tracking toward their goal for quarter end.
Which standard object stores information about sales deals? A. Assets B. Accounts C. Products D. Opportunities correct answer โ โ D A sales team member wants to view information related to one of their accounts to have a 360-degree view of the customer. Which two standard objects are related to account records? A. Leads B. Cases C. Opportunities D. Campaigns correct answer โ โ B, C
The marketing manager wants to run a marketing campaign for their upcoming event. The manager wants to capture as much information as possible from the campaign in Salesforce.
Sales managers want opportunities that have not been updated in the last 30 days to be flagged automatically. How should an admin implement this requirement? A. Create a formula field to calculate the time since last update and display an image of a red flag if it meets the defined criteria. B. Add a formula field to the default value of the Last Modified Date field to turn the text red if the record meets the criteria. C. Add a formula to the default value of the opportunity name field to turn the background red if the record meets the criteria. D. Create a formula field to show the Last Login date of the owner and display an alert message if it meets the defined criteria. correct answer โ โ A
The CEO does not want to see the list of contacts on an account page but still needs to access contact records. How should the admin configure this? A. Create an account page layout without the Contacts Related list. B. Remove read access permissions for contacts from the CEO's profile. C. Set the Contact Org-wide Default Sharing settings to Private.
D. Remove the Account Related List from the contact page layout. correct answer โ โ A
The VP of sales wants to ensure that there is a consistent, color-coded report to track picklist values easily from the stage field on an opportunity. How should an admin ensure that a picklist field's values display in consistent colors on all reports? Choose 2. A. Update the Picklist field and set the color for each value. B. Configure report conditional highlighting for each value. C. Use a Bucket field that defines the color for each value. D. Create a Formula field that defines the color for each value. correct answer โ โ A, D
A company wants to track invoice payments on an opportunity related list. Only the finance team should see this related list. But, all users should be able to view Invoice Payment reports. How should the admin implement this requirement?
all the accounts. Some contacts are owned by AEs, and other contacts are owned by support reps. How should a system admin ensure the Account Executives can edit all the contacts associated with their accounts, no matter who owns the contact? A. Account owner privileges give the AE edit access to all related records by default. B. Select the edit all associated contacts option for the AE role in the Role Hierarchy. C. Use the Mass Transfer Tool to transfer ownership of all contacts to the AEs. D. Create a private Chatter group for AEs and support reps to share relevant data. correct answer โ โ B
The password policy shows that the length of time until passwords expire is 60 days. However, sales reps are complaining that their passwords expire every 30 days. Where should the system admin change the password expiration period for the sales rep users? A. Roles assigned to the users.
B. Permission Sets assigned to the users. C. Profiles assigned to the users. D. Individual user records. correct answer โ โ C
The VP of global sales has requested that the sales rep commission report be visible to the executive team. How should the system admin provide visibility to the sales rep commission report to the executive team only? A. Set opportunity org-wide default sharing settings to private. B. Name the report "For Executive Team Use Only - DO NOT USE." C. Save the report in a folder shared with the executive team. D. Save the report in the My Personal Reports folder. correct answer โ โ C
A company regularly imports accounts from an external order system that has its own ID field for each record. What should the system admin do to help prevent duplicates during these imports? A. Create a unique external ID field on accounts in Salesforce for matching.
