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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Total 354 questions

Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.

Whichsolution will create and route the field service dispatch record when the case is saved?

A.

Use a workflow rule with an action

B.

Use a validation rule

C.

Use a case assignment rule

D.

Use an Apex trigger

The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

A.

Create a report using the Case Lifecyle report type

B.

Create a report using the Case age report type

C.

Create a report using the Case snapshot report type

D.

Create a report using the Case historical trending report type

Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:

• Support attachments up to 30 MB per inquiry

• Over 10,000 inquiries per day

What solution shoulda consultant recommend to meet these requirements?

A.

Emall-to-Case

B.

Customer Chatter groups

C.

Web-to-Case

D.

On-Demand Email-to-Case

For which purposeshould a contact center use Visual Flow?

A.

To assign follow-up tasks to an agent one week after a case is closed.

B.

To automatically assign cases to a specific queue based on the customer support level

C.

To escalate to the support manager if it has beenopen for more than 72 hours

D.

To automate business processes for agents who troubleshoot customer support issues via phone

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A.

Create multiple CSV files, one for each article type

B.

Create HTML files referencing image to be uploaded

C.

Match each new article to an existing article type

D.

Create a single CSV file, including all article types

E.

Load all articles with the Apex data loader tool

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

A.

Enable the case survey object for the customer portal

B.

Utilize an AppExchange package to handle customer surveys

C.

Create a validation rule for case survey email templates

D.

Modify the user interface settings for the case survey sidebar

Which case submission process leverages Apex emailservices?

A.

Web-to-Case

B.

Email-to-Case

C.

On-demand Email-to-Case

D.

Case submitted using chat

A company receives support requests through a variety of email addresses and web forms for different parts of the business.

Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

A.

Case Assignment Rules, Queues, Chatter Groups, Live Agent

B.

Case Assignment Rules, Queues, Public Groups, Omni-Channel

C.

Escalation Rules, Queues, Chatter Groups, Omni-Channel

D.

Escalation Rules, Queues, Public Groups, Live Agent

Which configuration item must be created when implementing Lightning Knowledge?

A.

Record Types

B.

File Types

C.

Attachment Types

D.

Article Types

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

A.

Enable the self-service portal to generate logins for the hospital staff by region.

B.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

C.

Design a custom object to track credit requests and route them regionally using assignment rules

D.

Use cases to track the credit requests and route than to regional teams using assignment rules