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ADM-261 Service Cloud Administration (SU24) Questions and Answers

Questions 4

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.

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Questions 5

Which method can be used to route cases from social channels?

Options:

A.

use Twitter-to-case and add workflow rules to the case object.

B.

Enable Social Customer Service and add assignment rules to thecase object.

C.

Enable Social Network Profile and add workflow rules to the contact object.

D.

Enable Social Network Profile and add assignment rules to the case object.

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Questions 6

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

Options:

A.

Require agents to check a box on case when submitting a new suggested article

B.

Create a dashboard for articles submitted by agents & approved for publication

C.

Measure & reward agents based on the # ofnew articles submitted for approval

D.

Measure & reward agents based on the # of new articles approved for publication

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Questions 7

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Options:

A.

Enable social profile and add workflow rules to the contact object

B.

Use Twitter-to-Case and add workflow rules to the case object

C.

Enable social profile and add assignment rules to the case object

D.

Use the routing queues provided with Salesforce for Twitter and Facebook

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Questions 8

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Options:

A.

Contacts

B.

Products

C.

Service contracts

D.

Case history

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Questions 9

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

Options:

A.

Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created

B.

Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

C.

Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

D.

Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

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Questions 10

In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

What should a Consultant recommend to support this exercise?

Options:

A.

Allow the exercise to be done in a Production instance

B.

Use a Full copy sandbox for the DR exercise

C.

Use a Partial sandbox for the DR exercise

D.

Use a Developer Pro sandbox for the DR exercise

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Questions 11

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

Options:

A.

The Salesforce org may be slow during the data import

B.

Related lists on the case object may be slow to populate

C.

Salesforce reporting speed may be affected

D.

Result may be slow when searching for records

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Questions 12

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options:

A.

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B.

Plan and communicate the deployment to all users of the organization in advance.

C.

Select a window of time when users will NOT be making changes to the organization.

D.

Ensure all users refrain from logging into production for an entire day prior to deployment.

E.

Migrate atest deployment to a staging environment for a smoother real-life experience.

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Questions 13

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

Options:

A.

Configure Case Assignment Rules to use Queues.

B.

Configure Omni-Channel Routing Model as MostAvailable.

C.

Configure Case Assignment Rules to use Users.

D.

Configure Omni-Channel Routing Model as Least Active.

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Questions 14

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.

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Questions 15

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

Options:

A.

Omni-Channel

B.

Page Layouts

C.

Record Types

D.

Support Processes

E.

Article Types

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Questions 16

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

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Questions 17

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

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Questions 18

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Options:

A.

Implement a customer self-service portal

B.

Enable agents to transfer calls to other agents

C.

Cross-train agents on both product lines

D.

Prioritize customer calls based on their SLA

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Questions 19

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

Options:

A.

Build a repository of Knowledge articles related to integration and share it with the customer.

B.

Enable Chatter case feed and add product development team members to the case team.

C.

Create a related child case and assign the child case to the product development team.

D.

Create a private Chatter group with customers and invite key individuals to join the group.

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Questions 20

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Options:

A.

Create separate data category groups for each division and assign the category to a division profile.

B.

Create a sharing rule for each division to provide access using the role hierarchy.

C.

Create a sharing rule for each division to provideaccess based on criteria of the article.

D.

Create a single data category group for each division and provide access using the role hierarchy.

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Questions 21

Which solution should a consultant recommend?

Options:

A.

Enable the knowledge sidebar related list on the case page layout.

B.

Create a visualforce page called knowledge sidebar on the case page layout.

C.

Enable the knowledge sidebar setting in the case support settings.

D.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

E.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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Questions 22

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

Whatfunctionality should a consultant recommend to satisfy the UC's need?

Options:

A.

omni Channel

B.

Contact Request

C.

Field Service

D.

Mobile Connect

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Questions 23

What are two benefits of deploying Knowledge in Customer Communities?

Options:

A.

Reduces incoming call volume

B.

Replaces the need for an email channel

C.

Eliminates tracking of customer entitlements

D.

Uncovers gap in the knowledge base

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Questions 24

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

Options:

A.

Enable the case survey object for the customer portal

B.

Utilize an AppExchange package to handle customer surveys

C.

Create a validation rule for case survey email templates

D.

Modify the user interface settings for the case survey sidebar

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Questions 25

What is the primary function of a private branch exchange (PBX)?

Options:

A.

To receive multiple calls at one time

B.

To use speech recognition to direct calls

C.

To report the caller's background information

D.

To mate calls to different agents

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Questions 26

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts and comments to an existing customer record• Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts What should a consultant recommend to meet these requirements?

Options:

A.

Create a Lightning Platform app for Facebook monitoring.

B.

Enable Social Customer Service.

C.

Integrate Facebook to its existing Customer Community.

D.

Enable Salesforce social profile on contacts.

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Questions 27

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

Options:

A.

Configure AssignmentRules based on Case Priority.

B.

Add the Entitlements related list to the Account Page Layout.

C.

Create a Report of all active Entitlements grouped by Customers.

D.

Configure Success, Warning, and Violation Actions for Milestones.

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Questions 28

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

Options:

A.

Optimize queries to reduce thescope of Cases included with each search.

B.

Create a data retention plan that archives or purges Cases at regular intervals.

C.

Ask contact center managers to review data each quarter to possibly delete.

D.

Write an Apex trigger that deletes one case eachtime a new case is created.

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Questions 29

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Options:

A.

Create a Dashboard for each Region.

B.

Create a single Dashboard with a Region filter.

C.

Create a Dashboard for each Case Team.

D.

Create a single Dashboard with a Case Team filter.

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Questions 30

A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

Options:

A.

Mass email

B.

Communities

C.

Public groups

D.

Salesforce Chat

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Questions 31

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

Options:

A.

Community

B.

Web -to -Case

C.

Live Agent

D.

Chatter Questions

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Questions 32

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

Options:

A.

The report chart is added to the Page Layout.

B.

The report is shared with a Chatter Group.

C.

The report is a Summary or Matrix report.

D.

The report contains a chart.

E.

The report hasa standard Report Type.

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Questions 33

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

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Questions 34

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Options:

A.

Enable Keyboard shortcuts

B.

Define criteria-based record page components

C.

Configure Macros

D.

Create multiple Console layouts

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Questions 35

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

Options:

A.

Activate Knowledge One within the Salesforce Console for Service.

B.

Create a Knowledge Visualforce component on the case detail page.

C.

Activate Knowledge One on the case detail page.

D.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

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Questions 36

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

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Questions 37

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

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Questions 38

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

Options:

A.

Cleanse the data outside of Satesfbrce and then migrate the data.

B.

Use the Salesforce data loader to load and cleanse the data.

C.

Use the Salesforce import wizard to load and cleanse the data.

D.

Upload thedata into Salesforce and then run data cleansing tools.

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Questions 39

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work moreefficiently.

Which two features requires Service Cloud?

Options:

A.

Open multiple case records as tabs and sub tabs

B.

Unique page layouts for each Case Record Type

C.

Utility Bar

D.

Access to Knowledge Articles

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Questions 40

For which purpose should a contact center use visual workflow?

Options:

A.

To escalate a case to the support manager if it has been open for more than 72 hours.

B.

To automatically assign cases to a specific queue based on the customer support level.

C.

To assign follow-up tasks to an agent one week after a case is closed.

D.

To automate business processes for agents who troubleshoot customer support issues via phone.

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Questions 41

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Options:

A.

Configure Omni-Channel Supervisor tab and 3rd party access.

B.

Configure Live Agent Supervisor tab and Whisper Messages.

C.

Add the Live Agent Component to the Utility bar.

D.

Configure the SOS snap-in for the Lightning Service Console.

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Questions 42

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

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Questions 43

A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers

Options:

A.

Record Types

B.

Support Processes

C.

Approval Processes

D.

Support Types

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Questions 44

What is a benefit of a customer community? Choose 2 answers.

Options:

A.

Eliminates the need to track service level agreements

B.

Reducesincoming call volume

C.

Enables customers to log inquires without contacting an agent

D.

Eliminates the need for support agents

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Questions 45

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

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Questions 46

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

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Questions 47

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

Options:

A.

Document and share the practices of Agent A with the team via knowledge articles

B.

Lower the target for entire team to that of Agent A

C.

Review case history and activities for Agents B and C

D.

Build a dashboard to display individual performance by agent versus the team goal

E.

Update case assignment rules to route more cases to Agent A

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Questions 48

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospectsthat have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

Options:

A.

Number of outbound calls per day

B.

Number of closed cases

C.

Number of lead referrals

D.

Number of attempts to contact

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Questions 49

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

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Questions 50

Which three features should a Consultant recommend to allow a customer to resolve issues throughself-service? Choose 3 answers

Options:

A.

Customer Community

B.

Web -to -Case

C.

Live Agent

D.

Knowledge Base

E.

Chatter Answers

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Questions 51

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

Options:

A.

Numberof cases escalated by agent

B.

Number of articles created by agent

C.

Number of articles attached to a case

D.

Number of solutions created by agent

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Questions 52

UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

Options:

A.

Create a custom list view for cases, contacts, and orders and pin them to the side bar.

B.

Enable the "Access Recent Items" user permission on the user profiles.

C.

Enable the "History" component within the Salesforce Console for Service.

D.

Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

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Questions 53

You're working on a sales presentation for your customer - universal paper, you might want to add thetopic #universal paper in your status update. What does the hashtag do?

Options:

A.

Returns a link that returns a post with the same reference

B.

Tag another chatter user

C.

Deletes posts

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Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)
Last Update: Dec 2, 2024
Questions: 354
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