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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Total 354 questions

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

A.

Account

B.

Solution

C.

Event

D.

Attachments

Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A.

Create a report that display the # of articles searched during the past 2 months

B.

Report displays # of articlesassociated to data categories during past 2 months

C.

Report that displays # of cases with articles attached during the past 2 months

D.

Report that displays # of newarticles created during the past 2 months

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measurecan satisfy this requirement?

A.

Customer Satisfaction

B.

Customer Engagement Score

C.

Net Promoter Score

D.

Service-Level Measure

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?

Choose 3 answers

A.

Configure call center definition

B.

Deploy Call Center Directory

C.

Install CTIadapterusing open CTI

D.

Configure IVR auto response

E.

Assign users to a call center

Case escalation rules triggered on the lastmodification will be reset each time a user does which of the following actions?

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

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

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

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

A.

Community

B.

Email to Case

C.

Web to Case

D.

On Demand Email to Case

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A.

On-demand email to case

B.

On-demand email to case with sites

C.

Email to case with web to case

D.

Email to care with Site

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A.

They are members of that Queue

B.

They have a ContactManager Profile

C.

If the OWD for sharing cases is Public Read/Write/Transfer

D.

They are higher in the Role Hierarchy than a Queue Member

E.

All of the above

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

A.

First Call Resolution

B.

Average Handle Time

C.

Service-Level Agreements

D.

Time to Answer