Service Cloud Solution Design (16%)

Question 1

How can list view performance be improved?

Answer 1

By using filters so that they show less than 2,000 records

By using indexes on criteria fields

Reducing the number of fields

Using AND and EQUALS operators

Question 2

What features can be used to optimize performance?

Answer 2

Custom Indexes
Skinny Tables
Divisions
External data storage
Data tiering
Archiving data
Data model and report design

Question 3

Which API should be used to hard delete records so that they are not stored in Salesforce?

Answer 3

Bulk API

Question 4

How can skinny tables be enabled to improve performance of reports?

Answer 4

By contacting Salesforce Support

Question 5

Which implementation allows integrating existing telephony system with Salesforce?

Answer 5

CTI implementation based on Open CTI

Question 6

What can be set up to allow customers to discuss their issues with one another and reduce the number of calls received by the support department?

Answer 6

Self-service community with a discussion forum

Question 7

Which functionality offered by Salesforce can be enabled to allow technicians to manage work orders in the field?

Answer 7

Field Service Lightning

Question 8

Which mobile app by Salesforce allows viewing and updating cases on the go?

Answer 8

Salesforce mobile app

Question 9

Which Salesforce features can be used to allow support agents to handle work requests from an external source?

Answer 9

Omni-channel and External Routing