These questions are designed to be similar to ones that will be asked on certification exams. Aim to get most of these questions correct on the first attempt.
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Hi John, Hope you are well! I bought your Certified Administrator Study Guide in Jan this year (2016). However I was trying to look at Service Cloud quiz and got this message, To view the remainder of this content, you must purchase the Salesforce.com Certified Administrator Study Guide. Could you let me know how to resolve the issue? Cheers, -Crystal
I think is a double post- please email support
Hi John, I’m confused on question 4. Since both tiers work the same hours, why is it necessary to set up working hours?
You would still need to configure the working hours for both teams- otherwise escalation rules would default to 24×7 working hours.
Hi John,
there is no info on web to case or email to case in this section.
no case queues etc.
does what you have given us cover the service cloud
There is a question in this section that addresses web to case and email to case, and it is addressed in depth here: http://classic.certifiedondemand.com/service-cloud/
I noticed on some questions you put how many answers should be chosen, while on other you say “Select All that apply” is that to make the test harder? I believe on the certification exam they always tell you how many answers you should chose., correct?
That’s been my experience but may not always be the case. The questions at the end of each section are more used to test knowledge; the practice exam at the end should be closer to the real deal.
I wasn’t able to view the quiz 🙁
You probably need to be logged in – or need to upgrade to a paid account. If you have a paid account and cannot access the quiz please use the support form. Thanks!
John,
For #2, can you please elaborate how a Support Agent can contribute to the productivity?
If my guess is right, the agent will probably want to reference a relevant Article form Knowledge Base and attach it directly to the case being solved.
Thanks,
Jay
Correct – that’s the idea. Kaira, please do not share your login credentials.
Ooooooh busted!
-Not Wallstats
Hello John, great site. Question 1… wouldn’t Case Escalation Rules and Case Teams also help streamline customer support issues? In other words, wouldn’t a customer issue be moved through the process to resolution more quickly if Case Escalation Rules and Case Teams were in effect?
Thanks Samir – the keyword in the question is “capturing” – which features will streamline the process of capturing new issue? To your point – those features would definitely help resolve issues.
Perfect explanation !!!
I thought the same as Samir and your explanation of “capturing” really makes sense, very tricky. Thanks
That’s how I got it wrong too. Then I saw it said “capturing” and realized my error. This is good prep for an exam!
I have to agree with the people in this thread. I am finding the comments and explanations as (sometimes more) helpful than the original examples. I think this is a key differentiator or this site. Thanks !
That’s really interesting feedback, thanks for sharing!
Question 2 is confusing. It states the org provides customer service primarily by phone, which I took to mean they get calls. I wanted to choose email to case and web to case, but their
customers call them, so how would email to case and web to case cover that? The question seems to assume take a change in the company’s overall process, and changing the company policy is beyond a salesforce admin’s role.
I agree, I’ve updated the wording for this question. Thanks for pointing this out.