Service Cloud Certification Study
Exam Questions with Correct
Verified Answers Latest Update
(2024/2025) Guaranteed Pass
High Level Outbound CTI Architecture - ANS ✓SFDC Softphone → CTI
Adapter → Telephone System
Implications for CTI Implementation - ANS ✓a) Find a compatible
adapter on the AppExchange
b) Install the adapter based on your vendor specifications
c) Configure a call center in Salesforce CRM Call Center for your particular
needs
d) Assign agents to the Call Center
Capabilities of Self-Service Portal - ANS ✓a) Log a case
b) View a case
c) Search for solutions
Limitations of Self-Service Portal - ANS ✓a) Not available to new
customers
b) Can't update cases
Capabilities of Customer Portal - ANS ✓a) Log, view, edit, and close cases
Service Cloud Certification Study
, 2
Service Cloud
b) Self registration
Are Sites Authenticated or Unauthenticated? - ANS ✓Unauthenticated
Channel Solutions (License Types) - ANS ✓a) Authenticated Sites
b) Service Cloud Portal (Use to be called High Volume Customer Portal)
c) Enterprise Admin
Which features are common to all four channel solutions? - ANS ✓a)
Custom Objects
b) Ideas and Answers
What is Service Cloud Portal aka? - ANS ✓High Volume Portal
What are the limitations of Service Cloud Portal? - ANS ✓SCP users
can't be added to:
a) Personal groups or public groups.
b) Sharing rules.
c) Account teams, opportunity teams, or case teams.
d) Salesforce CRM Content libraries.
Which Portal has a Portal Super User access? - ANS ✓Customer Portal
Which Portal has a Delegated Portal User Administrator access? - ANS
✓Enterprise Admin
Service Cloud Certification Study
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