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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Total 354 questions

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

A.

Approval Process that assigns an Article to a Reviewer Queue.

B.

Knowledge Action to Publish an Article once the Article is approved.

C.

Validation Rules for article record types to verify all fields during creation.

D.

Data Category to assign an article record type to a Reviewer.

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

What is the first step required to configure Omni channel?

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.

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

A.

Open CTI

B.

Lightning dialer

C.

Local presence

D.

Macros

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

A.

Omni Channel

B.

Process Builder Assignment

C.

Live Agent

D.

Case Assignment Rules

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A.

Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

B.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

C.

Set up analytical snapshots to capture key case information and create historical trending reports.

D.

Set up a Salesforce Customer Community that will allow customers to create cases online.

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A.

Assign Users to Omni Channel permissions

B.

EnableOmni Channel by clicking Settings in Setup

C.

Assign Users to the Omni Channel Feature License

D.

Contact Salesforce to have Omni Channel enabled

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

A.

Visual Workflow

B.

Lightning Guided Engagement

C.

Quick Text

D.

Macros

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

A.

Set up an intuitive Data Category hierarchy

B.

Restrict the ManageArticles user permission

C.

Enable and configurewildcards for article searches

D.

Require that an article be added when closing a case

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

• Billing problemsaccount for less than 5% of calls.

• Billing data is stored in an external system containing over 20 million records.

• Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

A.

Use Lightning Connect to connect and access data in real-time from the billing system.

B.

Import payment data into Salesforce and add to the contact page layout as a related list.

C.

Create a Visualforce page that retrieves payment information via a Web Service call-out.

D.

Create a custom tab of type URL that displays a search page from the billing system.

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?

A.

Entitlements

B.

Omni-channel

C.

Case milestones

D.

Case escalation