SDFC Questions and Answers | SDFC | Mock Test


What does CTI stand for in Salesforce?
a. Center for Technical Integrations
b. Computer Telephony Integration
c. Common Telephony Integration
d. Call Center Technical Inegration

Answer : OPTION2

Where can we view all the list of Support interatctions and Manage?
a. Service Requests Tab
b. Incidents Tab
c. Cases Tab
d. Inquiries Tab

Answer : Incidents Tab

What type of software is Salesforce ?
a. SaaS
b. PaaS
c. Both SaaS and PaaS
d. On-Premise

Answer : PaaS

What type of report cannot be used to populate a chart in a dashboard?
a. Matrix
b. Tabular
c. Summary
d. Mailing

Answer : Tabular

Which of these is not a Salesforce feature?
a. Email to Lead
b. Web to Case
c. Email to Case
d. Web to Lead

Answer : Web to Case

Opportunity has the following characteristics,
a. Possible association with a service request
b. End date
c. Close Date
d. Revenue

Answer : End date

___________ Is an instance of a purchased product
a. Product line
b. Product Item
c. Asset
d. Product Catalog

Answer : Product Item

Competitor is beating us out of deals. Where to track competitor product info?
a. Product
b. Oppprotunity
c. Oppprotunity Product
d. Asset

Answer : Oppprotunity

Locations Where Cases can be routed to await agent processing.
a. Assignment Rules
b. Case Escalation
c. Case Queue
d. Auto Reponse

Answer : Case Escalation

Which are service center KPI measurements?
a. Call Handling
b. Call Deflection
c. Call Tracking
d. Call Divert

Answer : Call Deflection

Have any Question or Comment?

Leave a Reply

Exciting Offers

Subscribe to Blog via Email

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 90 other subscribers

Exciting Offers

Exciting Offers

Exciting Offers

%d bloggers like this: