Service Cloud Quizzes & Trivia
The Service Cloud is a customer service software that delivers itself in the cloud – the world’s leading provider of online data storage. What do you know about the service? Let’s find out in this quiz.
Questions: 10 | Attempts: 73 | Last updated: Dec 21, 2018
Sample QuestionUniversal containers wants to reduce incoming support phone call volume. What action can be taken to meet this requirements? Choose 2
Questions: 59 | Attempts: 39 | Last updated: Aug 8, 2017
Sample QuestionCustomers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support a quick-view-only access to an external database that stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? Choose 2 answers
Questions: 120 | Attempts: 14 | Last updated: May 10, 2018
Sample QuestionUC is developing its strategy for supporting their customers on social media sites. The company's requirements include the ability to:- Monitor Facebook fan page for new posts and comments from customer- Link new post and comments to an existing customer record- Respond to posts from the existing Salesforce Console for Service- Create and link social personas to contactsWhat should a consultant recommend to meet these requirements?
Questions: 65 | Attempts: 14 | Last updated: Jul 9, 2018
Sample QuestionCustomer support agents want the ability to view customer-related information along with case information on all cases except product-related cases. For product-related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy the requirement? (one answer)
Questions for Salesforce Service Cloud Certification Exam
Questions: 65 | Attempts: 8 | Last updated: Feb 10, 2020
Sample QuestionUniversal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
Which solution should a consultant recommend to meet these requirements? Universal containers support team requires its customers to submit their support inquiries via free form email (outlook,...
The correct answer is option A – Email – to- case Email – to case and on demand email- to - case are the only two options that meet the requirement of submitting cases via email and other option do cannot submit cases via email. E
What solution should a consultant recommend to meet this requirement? Universal containers staffs its contact Centers to allow for up to 20% of the total case volume to be escalated. The contact...
I think a "daily" report is not so exaustive, and UC want to see the escalation rate, not the case list. The correct answer for me it's: D. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
Which solution can be used to improve call deflection?
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Which solution should a consultant recommend to meet these requirements? UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo,...More
Over 10,000 inquiries per day has exceeded the Email-to-Case maximum number 2,500 of emails converted to case each day. The correct answer is not On-Demand Email-to-Case?
Questions: 19 | Attempts: 5 | Last updated: Dec 29, 2016
Sample QuestionUniversal Containers is implementing an entitlement process in its contact center to gain better visibility into how delivering on customer service level agreements (SLAs).How can milestones be used to accomplish this goal?Choose 2 Answers