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ADM-261 Service Cloud Administration (SP24) Questions and Answers

Questions 4

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Options:

A.

Prepare, Plan, Test, Execute, Validate

B.

Plan, Prepare, Test, Execute, Validate

C.

Prepare, Plan, Validate, Execute, Test

D.

Plan, Prepare, Validate, Execute, Test

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Questions 5

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

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Questions 6

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

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Questions 7

Milestones can be added to which three object types?

Choose 3 Answers

Options:

A.

Work order

B.

Case

C.

Service

D.

Entitlement

E.

Account

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Questions 8

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

Options:

A.

Mass Email

B.

Chatter Groups

C.

Public Groups

D.

Escalation Rules

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Questions 9

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 10

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 11

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

Options:

A.

Average queue time per agent

B.

Number of leads created

C.

Opportunities per channel

D.

Cost per call

E.

Number of sales queues

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Questions 12

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 13

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

Options:

A.

Omni-Channel routing

B.

Standard Email-to-Case

C.

Web-to-Case forms

D.

On-Demand Email-to-Case

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Questions 14

Milestones can be added to which three Object types? Choose 3 answers

Options:

A.

Entitlement

B.

Work Order

C.

Service

D.

Case

E.

Account

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Questions 15

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 16

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Options:

A.

Force.com Sites

B.

Customer portalPartner portal

C.

Self-serviceportal

D.

Partner portal

E.

Force.com Web Services API

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Questions 17

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

Options:

A.

Enable Chatter for agent collaboration.

B.

Create auto response templates for emails.

C.

Enable Knowledge in a Service Cloud portal.

D.

Enable Ideas in a ServiceCloud portal.

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Questions 18

Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

Options:

A.

Percent of cases closed with an attached article

B.

Percent of cases closed meeting the defined SLA

C.

Percent of cases closed with chatter posts

D.

Percent of cases closed on first contact

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Questions 19

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.

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Questions 20

Universal Containers (UC) is updating theService Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

Options:

A.

Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

B.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

C.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

D.

Configure the new app m developer org and use an unmanaged package to deploy to production.

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Questions 21

A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

Options:

A.

Add the entitlement related list to account page layouts.

B.

Add the entitlement lookup field to case page layouts.

C.

Add a Validation Rule that ensures each Case has an entitlement.

D.

Add a Validation Rule that ensures each Account has an entitlement.

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Questions 22

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

Options:

A.

Email-to-Case

B.

Web-to-Case

C.

On-Demand Email-to-Case

D.

Customer Chatter groups

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Questions 23

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Options:

A.

Increased call deflection

B.

Increased call routing accuracy

C.

Reduced issue resolution time

D.

Reduced support channels

E.

Optimized useof resources

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Questions 24

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options:

A.

Grant Authors access to the FAQ article type.

B.

Set article Org Wide Default to Public ReadWrite.

C.

Add Authors to the FaQ Data Category.

D.

Grant Authors access to the FaQ record type

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Questions 25

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

Options:

A.

Add the entitlements related list to contact records

B.

Add the entitlement contacts related list toaccount records

C.

Add the assets related list to contact records

D.

Add the service contract related list to contact records

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Questions 26

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

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Questions 27

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

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Questions 28

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

Options:

A.

Mix telephony interactions with email and chat

B.

Extend benefits to part-time agents

C.

Provideadditional training on tools and process

D.

Allow shift trading between agents

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Questions 29

UniversalContainers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

Options:

A.

Normalize database

B.

Perform data cleaning

C.

Enable data validation rules

D.

Develop data map

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Questions 30

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Options:

A.

Recommend articles during a call for a support agent

B.

Suggest articles for a web-to-case question

C.

Suggest articles for an email-to-case question

D.

Recommend articles prior to a Live Agent session

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Questions 31

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Options:

A.

Service Console Knowledge Components

B.

Service Console Profile Assignments

C.

Data Categories and Article Actions

D.

Data Categories and Article Types

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Questions 32

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 33

A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.

Which configuration option should be verified?

Options:

A.

Verify that users have access to the chat buttons.

B.

Verify that users are assigned the chat user profile.

C.

Verify that users have access tothe chat public group.

D.

Verify that users are assigned the chat feature license.

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Questions 34

UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

Options:

A.

Configure workflow rules for each data category

B.

Configure article types for each kind of content

C.

Define approval processes for eacharticle type

D.

Define approval processes for each product

E.

Configure data category values for each product

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Questions 35

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Options:

A.

Keep all open in tabs.

B.

Use a second Console session.

C.

Define a custom List View.

D.

Add History to the Utility bar.

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Questions 36

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

Options:

A.

An outbound message to a middleware platform to provide map details

B.

A mashup integration on the Account page to a third-party mapping service

C.

A Web Service call-out that retrievesmap details from the backend system

D.

A custom tab of type URL that displays a map image of customer location

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Questions 37

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

Options:

A.

Allows customers to customize their user interface

B.

Allows customers the ability to collaborate

C.

Allows customers to customize reports and dashboards

D.

Allows customers to search a knowledge base.

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Questions 38

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

Options:

A.

Force.com Sites with Knowledge and Email-to-Case

B.

Visualforce and Self-Service Portal

C.

Force.com Sites with Knowledge and Web-to-Case

D.

Force.com Sites and High-Volume Customer Portal

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Questions 39

If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Options:

A.

Enable Omni-Channel Case assignment

B.

Defineseparate Record Types for Tier 1 and Tier 2

C.

Implement Lightning Guided Engagement

D.

Configure a Visual Flow Troubleshooting Action

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Questions 40

Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules

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Questions 41

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Options:

A.

Set up Milestones.

B.

Enable Work Orders.

C.

Create an Entitlement Process.

D.

Configure Service Contracts.

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Questions 42

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 43

Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

Options:

A.

Case queues

B.

Case custom reports

C.

Case assignment rules

D.

Case dashboards

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Questions 44

What is a benefit of a quality monitoring system? Choose 2 answers

Options:

A.

Lower the average speed of answer (ASA)

B.

Teach new agents how to handle difficult situations

C.

Enforce a consistent standard of service for customer interaction

D.

Capture inappropriate word usage and generate reports

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Questions 45

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 46

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 47

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 48

Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

Options:

A.

Contact salesforce to have Omni channel enabled.

B.

Enable Omni channel in setup.

C.

Assign users to the Omni channel feature license.

D.

Assign users to Omni channel permissions.

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Questions 49

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

Options:

A.

Assign user topublic group with access to the service console app

B.

Assign users a permission with access to the service console app

C.

Assign users a sharing rule with access to the service console app

D.

Assign users a profile with access to the service console app

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Questions 50

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Options:

A.

Limit Customers to 5 Cases per day.

B.

Provide a self-help Customer Community.

C.

Add more support phone lines.

D.

Ask sales reps to respond to support Cases.

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Questions 51

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Options:

A.

Number of article votes

B.

Number of customer ratings

C.

Number of approved articles

D.

Number of archived articles

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Questions 52

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

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Questions 53

The VP of Service at Universal Containers is looking forways to reduce contact center costs.

Which two metrics should the Consultant recommend?

Choose 2 answers

Options:

A.

First Call Resolution

B.

Average Handle Time

C.

Service-Level Agreements

D.

Time to Answer

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Exam Code: ADM-261
Exam Name: Service Cloud Administration (SP24)
Last Update: Jun 13, 2024
Questions: 355

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