Service Cloud Certification Study Questions With Complete
Solutions
4 CTI features
Hint: S-C-A-C Correct Answer a) Screen Pop
b) Click to dial
c) Automatic call logging
d) Call Control
Are Sites Authenticated or Unauthenicated? Correct Answer
Unauthenticated
As an agent, how would you send a facebook private message to
someone? Correct Answer Through Service Console
Benefits of Automatic Call Logging Correct Answer a)
Integrated call logging with notes
b) Automatic call times directly associated with various
salesforce.com objects
Benefits of Call Control Correct Answer a) End calls, hold,
transfer, and conference from within Salesforce
Benefits of Click to dial Correct Answer a) Outbound calling
from a phone record
b) Clickable links
c) Call from a list view to quickly call large numbers of Clients
Benefits of Screen Pop Correct Answer a) Provides Context
b) Displays Caller's information in Salesforce
c) Improves Efficiency
, Capabilities of Customer Portal Correct Answer a) Log, view,
edit, and close cases
b) Self registration
Capabilities of Self-Service Portal Correct Answer a) Log a
case
b) View a case
c) Search for solutions
Channel Solutions (License Types) Correct Answer a)
Authenticated Sites
b) Service Cloud Portal (Use to be called High Volume
Customer Portal)
c) Enterprise Admin
Email-to-case Correct Answer a) Behind firewall
b) Attachments > 10 MB
c) Can have multiple emails (and should, when using email-to-
case and on-demand email-to-case together).
d) Requires download and install of Email-to-case agent
Entitlements allows you to:
Hint: D-M-V-E Correct Answer a) Define service levels for
support
b) Manage entitlements, service contracts
c) Verify eligibility
d) Enforce service levels via automated process
For which KPI area is AHT (Average Handle Time) a driver?
Correct Answer Cost of Service
Solutions
4 CTI features
Hint: S-C-A-C Correct Answer a) Screen Pop
b) Click to dial
c) Automatic call logging
d) Call Control
Are Sites Authenticated or Unauthenicated? Correct Answer
Unauthenticated
As an agent, how would you send a facebook private message to
someone? Correct Answer Through Service Console
Benefits of Automatic Call Logging Correct Answer a)
Integrated call logging with notes
b) Automatic call times directly associated with various
salesforce.com objects
Benefits of Call Control Correct Answer a) End calls, hold,
transfer, and conference from within Salesforce
Benefits of Click to dial Correct Answer a) Outbound calling
from a phone record
b) Clickable links
c) Call from a list view to quickly call large numbers of Clients
Benefits of Screen Pop Correct Answer a) Provides Context
b) Displays Caller's information in Salesforce
c) Improves Efficiency
, Capabilities of Customer Portal Correct Answer a) Log, view,
edit, and close cases
b) Self registration
Capabilities of Self-Service Portal Correct Answer a) Log a
case
b) View a case
c) Search for solutions
Channel Solutions (License Types) Correct Answer a)
Authenticated Sites
b) Service Cloud Portal (Use to be called High Volume
Customer Portal)
c) Enterprise Admin
Email-to-case Correct Answer a) Behind firewall
b) Attachments > 10 MB
c) Can have multiple emails (and should, when using email-to-
case and on-demand email-to-case together).
d) Requires download and install of Email-to-case agent
Entitlements allows you to:
Hint: D-M-V-E Correct Answer a) Define service levels for
support
b) Manage entitlements, service contracts
c) Verify eligibility
d) Enforce service levels via automated process
For which KPI area is AHT (Average Handle Time) a driver?
Correct Answer Cost of Service
