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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Total 354 questions

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

How should aConsultant accomplish this?

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

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

A.

Add multiple ELSE IF blocks after the IF block

B.

Add conditional logic to the instructions

C.

Create a formula to build the macro logic around

D.

Add a formula block to the macro

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?

A.

EnableOmni-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

Which solution should a consultant recommend?

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.

TheUniversal Containers' customer support organization has implemented 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.

Which two should the company do to address this situation? Choose 2 answers

A.

Measure and reward agents basedon the number of new articles submitted for approval.

B.

Measure and reward agents based on the number of new articles approved for publication.

C.

Create a dashboard that includes articles submitted by agents and approved for publication.

D.

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

Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

Whichtwo feature should the consultant recommend as part of the deployment?

A.

Select two Twitter or Facebook accounts.

B.

Create and assign permission sets to give agents social account access.

C.

Retrieve Social Studio credentials.

D.

Enable the Moderation feature to automatically create cases from posts.