1. How can an administrator control which Salesforce Knowledge articles are
visible to customers in the Service Cloud portal?
A. Assign article type visibility using
roles.
B. Assign article type visibility using
custom components.
C. Assign data category visibility
using profiles.
D. Assign data category visibility using
roles.
Ans : C
2. How can an administrator enhance Case Feed?
Choose 2 answers
A.
Allow support users to save
email drafts and submit emails for approval.
B.
Configure a custom button in
the Email publisher for SoftPhone functionality.
C.
Add columns to the default
three-column Case Feed page layout.
D. Customize where the publisher menu
appears and which publishers to display.
Ans : A,D
3. How can a customized opportunity team be used?
Choose 2 answers
A.
Display the opportunity amount
split for each team member.
B.
Email team members when they
are added to an opportunity team.
C.
Display different team member
fields to users depending on their profiles.
D. Capture additional custom information
about each team member.
Ans : B,C
4. How can an administrator use the Case to Data Category Mapping feature
in Salesforce Knowledge?
A.
Allow support agents to create
and manage data categories.
B.
Pre-populate article search
filters based on the values of case fields.
C.
Control data category
visibility using permission sets and profiles.
D. Track article history to see which
users made changes to articles.
Ans : B
5. What is a capability of Chatter Answers when using the Service Cloud
Console?
Choose 2 answers
A.
Support agents can invite
customers into a private Chatter group.
B.
Administrators can create
custom page layouts for questions.
C.
Community members can like or
flag comments.
D. Support agents can use the Questions
tab to ask questions.
Ans : B,D
More Admin Questions will be coming soon....
Thanks,
