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

Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.

How should the requirement be met?

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A case has not been closed even after 30 days, but those cases canbe closed in 7 days. What should the consultant do toovercome this? choose 2 options

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.

* Agent users in Canada can only view articles pertaining to Canadian products

* Agent users in the US can only view articlespertaining to US-based products.

How should article visibility be configured to enforce the compliance rules?

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?

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

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

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

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet thisrequirement?

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

Universal Containers' customer service technicians need to access the followinginformationwhile 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?

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

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)

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

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

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)

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

Which two features requires Service Cloud?

Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.

Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

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?

Which of the following utilize the "Automated Case User" (Choose 3 answers):

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

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?

If youdelete a case, which two also get deleted? (Choose two answers)

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)

The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

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

A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

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?

Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?

Choose 2 answers

Thecost of service for Universal Containers contact centers has steadily increased.

What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A contact center manager is looking for ways tooverall cost per case.

What Salesforce metrics should the contact center manager evaluate? (Choose 2)

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)

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.

Which feature should a Consultant implement to address this concern?

Thelifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

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

Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.

How should this be accomplished?

Which application will allow a client to enable Ideas on a public website?

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration-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?

Universal Container'sagent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?