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Salesforce ADM-261 Dumps

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Total 354 questions
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Service Cloud Administration (SU24) Questions and Answers

Question 1

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

Options:

A.

Create thedata categories and set up the data category values.

B.

Set up a zip file that contains the CSV, HTML, and image files.

C.

Create the custom fields for the slide type

D.

Set up the article actions and assign publishers to each action

E.

Set the publicationstatus of the article tame to draft status

Question 2

Which support channel requires the smallest amount of agent work time?

Options:

A.

Web to case

B.

Email to case

C.

Webself service

D.

Chat

Question 3

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Options:

A.

Reads the case

B.

Adds a related comment to the case

C.

Adds an activity or sends an email from thecase record

D.

Edits the case

E.

All of the above

Question 4

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?

Choose 3 answers

Options:

A.

Configure call center definition

B.

Deploy Call Center Directory

C.

Install CTI adapterusing open CTI

D.

Configure IVR auto response

E.

Assign users to a call center

Question 5

Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

Options:

A.

Milestones

B.

Assets

C.

Service contracts

D.

Cases

Question 6

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Options:

A.

Assign users to a Permission Set granting the Service User license.

B.

Assign users to a Permission Set with access to the service console app.

C.

Assign users the Service User license on their User record.

D.

Assign users to a Public Group with access to the service console app.

Question 7

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

Options:

A.

Use an escalation rule to move cases into the product manager queue

B.

Use Chatter case feed and case teams to monitor cases

C.

Use anassignment rule to assign new cases to the product manager

D.

Use a workflow rule to send an email to the product manager

Question 8

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the firststep in configuration and customization?

Options:

A.

Create user profiles or permission sets

B.

Enable Chatter Messenger for the organization

C.

Enable Live Agent for the organization

D.

Create an iframe to display the chat window

Question 9

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Options:

A.

Assignment rules

B.

Validation rules

C.

Workflow rules

D.

Auto-response rules

Question 10

Universal Containers' contact center manager needs to measure the following metrics:

* Agent productivity

* Customer satisfaction

Which report should a consultant recommend? (Choose 2)

Options:

A.

Average handle time

B.

First contact resolution

C.

Average speed to answer

D.

Escalation rate

Question 11

Why would customer upgrade from self-service to customer portal (Choose 3)?

Options:

A.

Access to custom objects

B.

Branded site

C.

Simpler and easier to configure

D.

Better reporting

Question 12

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

Options:

A.

Process Builder Scheduled Actions

B.

Time-based Workflow Rules

C.

Scheduled Reports

D.

Milestone Actions

Question 13

The support manager at universal containershas noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

Options:

A.

Create a report using the Case Lifecyle report type

B.

Create a report using the Case age report type

C.

Create a report using the Case snapshot report type

D.

Create a report using the Case historical trending report type

Question 14

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.

Which solution should a Consultant recommend?

Options:

A.

RESTful services with GET, POST, or PUT

B.

Workflow-driven outbound messaging

C.

Schedule batch Apex processing job

D.

Visualforce page APEX SOAP async callout

Question 15

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

Options:

A.

Answers can be exposed to partner portal users

B.

External users can subscribe to Answers

C.

Escalate a question to a case

D.

Knowledge articles can be created fromAnswers

E.

Select best answers for questions.

Question 16

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

Options:

A.

Reduce the cost per call

B.

Train support agents

C.

Align agent performance goals with KPIs

D.

Hire additional support agents

Question 17

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.

Which solution should be implemented to support this?

Options:

A.

Omni-Channel

B.

Case Auto-Response Rules

C.

Visual Workflow

D.

Case Assignment Rules

Question 18

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

Which approach should the Consultant use for data migration?

Options:

A.

Prepare, Plan, Text, Execute, Validate

B.

Prepare, Plan, Validate, Execute, Text

C.

Plan, Prepare, Test, Execute, Validate

D.

Plan, Prepare, Validate, Execute, Text

Question 19

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Options:

A.

Create multiple CSV files, one for each article type

B.

Create HTML files referencing image to be uploaded

C.

Match each new article to an existing article type

D.

Create a single CSV file, including all article types

E.

Load all articles with the Apex data loader tool

Question 20

Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

Options:

A.

Create a report that display the # of articles searched during the past 2 months

B.

Report displays # of articles associated to data categories during past 2 months

C.

Report that displays # of cases with articles attached during the past 2 months

D.

Report that displays # of newarticles created during the past 2 months

Question 21

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

Options:

A.

First contact resolution rate

B.

Number of total cases handled

C.

Total number of solutions created by agent

D.

Average number of knowledge articles published

Question 22

A Global company requires public documents to betranslated into multiple languages.

Which implementation should the consultant recommend?

Options:

A.

Lightning Knowledge

B.

Classic Knowledge

C.

Salesforce Content

D.

Salesforce Files

Question 23

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

Options:

A.

Implement Service Cloud console to support agents

B.

LeverageLive Agent for web-based chat

C.

Enable service contracts and entitlements

D.

Implement Salesforce Knowledge on a portal

Question 24

All of the following objects may have a queue EXCEPT:

Options:

A.

Accounts

B.

Cases

C.

Leads

D.

Custom Objects

Question 25

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Options:

A.

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

B.

Use Web Services API to integrate the external database with Salesforce

C.

Create a custom product bug object and import data into Salesforce

D.

Use Bulk API to load the product bug data into Salesforce

Question 26

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

Options:

A.

Enable the self-service portal to generate logins for the hospital staff by region.

B.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C.

Design a custom object to track credit requests and route them regionally using assignment rules

D.

Use cases to track the credit requests and route than to regional teams using assignment rules

Question 27

Universal Containers' customer service technicians need to access the following informationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

Options:

A.

An enterprise resource planning system

B.

A knowledge management system

C.

A workforce management system

D.

A third -party mobile application platform

Question 28

Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Options:

A.

Set up communication channel layouts in the object manager to use Insert Article into Social post.

B.

Set up insert Article into Social post and enable the customer community portal.

C.

Create a Chatter group and invite the customer to join with an external chatter user.

D.

Create a Visualforce page on the customer community portal.

Question 29

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Options:

A.

Grant managers the Manage Salesforce Knowledge permission.

B.

Create at least two different data categories.

C.

Create at least two different article types.

D.

Create at least two different approval processes.

E.

Grant managers the Manage Data Categories permission.

Question 30

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultantrecommend to meet this requirement?

Options:

A.

Social Persona tor Twitter and Facebook.

B.

Social Media Marketing message tagging.

C.

Social Customer Service for Twitter and Facebook.

D.

Einstein Bot social queues.

Question 31

Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Options:

A.

Open CTI

B.

Lightning dialer

C.

Local presence

D.

Macros

Question 32

Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Options:

A.

Entitlements

B.

Omni-channel

C.

Case milestones

D.

Case escalation

Question 33

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

Options:

A.

Define Case Auto-Response Rules.

B.

Establish Case Assignment Rules.

C.

Create aProcess Builder with Scheduled Actions.

D.

Configure Case Escalation Rules.

Question 34

What statement is true about the Salesforce Knowledge article lifecycle?

Options:

A.

Approval process CANNOT allow publishingof articles that have specific validation statuses

B.

Article permission sets allow agents to participate in the article publishing process

C.

Articles CANNOT be published until they are reviewed and validated by a qualified author

D.

Knowledge uses public groups as a way to assign users to specific tasks related to articles

Question 35

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

Options:

A.

Assignthe Salesforce users to the Call Center.

B.

Install an adapter from AppExchange to work with third-party CTI systems

C.

Use Apex to create an adapter to work with third-party CTI systems

D.

Create a SoftPhone layout and assign to user profiles

E.

Assign the Salesforce CTI license to Salesforce users

Question 36

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which two actions will improve the performance of the list views? Choose 2 answers

Options:

A.

Restrict visibilityof the views

B.

Reduce the number of fields displayed

C.

Filter the views by case owner

D.

Remove filter criteria from the views

Question 37

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?

Options:

A.

Visual Studio Code and change sets

B.

Mass Transfer Records, change sets, and Visual Studio Code

C.

Visual Workflow, data loader, and Force.com IDE

D.

Data loader, change sets, and Force.com Excel Connector

Question 38

Which native Service Cloud solution is used for case satisfaction surveys?

Options:

A.

Create a Web-to-case form with a custom case type of survey

B.

Enable the case survey option on the caseobject

C.

Enable the case survey auto-response rule

D.

Check the survey option in the case settings

Question 39

Universal containers wants to provide its 20 million customers with a portal where they can:

- Submit inquiries,

- Monitor the status of those inquiries,

- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

Options:

A.

Customer Community

B.

Partner Community

C.

Employee Community

D.

Sites

Question 40

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

Options:

A.

Evolving content-based product lifecycles

B.

Creating content as a result of solving issues

C.

Rewarding learning, collaboration, sharing and improving.

D.

Developing a knowledge base on the experience of an individual

Question 41

The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

Options:

A.

Create an article action for each record type and assign them to each team based on their product specialization

B.

Create a permission set foreach record type and assign them to each team based on their product specialization

C.

Create a page layout for each article type and assign them to each team based on their product specialization

D.

Create a data category for each product and assign themto each team bases on their product specialization

Question 42

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options:

A.

Comment Search Component

B.

Comments List View

C.

Global Search

D.

Search Utility Component

Question 43

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

Options:

A.

ChatQueue-based routing

B.

Case Skills-based Assignment Rules

C.

Omni-channel Queue-based routing

D.

Omni-channel Skills-based routing

Question 44

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options:

A.

Contact Salesforce to send a report on article efficacy.

B.

Send out a monthly survey to customers requesting feedback.

C.

Install Knowledge Base Dashboards and Reports AppExchange package.

D.

Create a group of super users that will evaluate and manage articles.

Question 45

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

Options:

A.

Escalated cases by account month to date

B.

High priority cases opened by account month to date

C.

Time spent by account year to date

D.

New cases opened by theaccount channel

Question 46

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Options:

A.

Lightning Process Builder

B.

Interaction Log

C.

Lightning Row for Service

D.

Path for Cases

Question 47

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Options:

A.

Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

B.

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

C.

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

D.

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Question 48

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Options:

A.

Create a bucket field on a report to calculate the percentage of escalated cases

B.

Create a case report with a custom summary formula to calculate the percentage of escalated cases

C.

Create a formula field on the case record to calculate percentage of escalated cases

D.

Create a daily snapshot report of all cases and calculate percentage of escalated cases

Question 49

Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

Options:

A.

Interactive Voice Response

B.

Computer Telephone Integration

C.

Social Customer Service

D.

Live Agent

Question 50

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

Options:

A.

Recovery point objective

B.

Criteria for plan activation

C.

Open access to systems

D.

Site consolidation

Question 51

Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

Options:

A.

Company Community

B.

Employee Community

C.

Customer Community

D.

Partner Community

Question 52

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Options:

A.

CTI Adapter configuration

B.

Lightning Console enablement

C.

Call Center Definition File creation

D.

Service Console case creation configuration

Question 53

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solutionshould the Consultant recommend?

Options:

A.

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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