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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Page: 4 / 11
Total 354 questions

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A.

Implement Service Cloud console to support agents

B.

LeverageLive Agent for web-based chat

C.

Enable service contracts and entitlements

D.

Implement Salesforce Knowledge on a portal

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.

The specific Quick Action must be added to the Case Feed.

B.

Global Actions need to be on the publisher layout.

C.

The specific Quick Action must be added to the Case record page.

D.

Quick Actions must be enabled in the org.

Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A.

Case queues

B.

Case custom reports

C.

Caseassignment rules

D.

Case dashboards

UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A.

Normalize database

B.

Perform data cleaning

C.

Enable data validation rules

D.

Develop data map

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

A.

Workflow rule

B.

Validation rules on case process field

C.

Escalation rule to ignore business hours based on casecriteria

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

A.

Assign article managers to public groups and specific article actions to each group.

B.

Assign article managers to publication teams and specific article actions to each team.

C.

Assign article managers to public groups and specificpublication states to each group.

D.

Assign article managers to publication teams and specific publication states to each team.

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.

Enable Ideas in a customer portal

B.

Enable Chatter for agent collaboration

C.

Create auto-response templates for incoming emails

D.

Enable Live Agent to handle incoming service inquiries

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)

A.

Create thedata categories and set up the data category values.

B.

Set up a zip file that contains the CSV, HTML, and image files.

C.

Create the custom fields for the slide type

D.

Set up the article actions and assign publishers to each action

E.

Set the publicationstatus of the article tame to draft status

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?

A.

Last modified date and frequent search terms

B.

Last modified date and number of recent article views

C.

Original creation date and average rating of articles

D.

Original creation date and total number of article views

UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A.

Users, accounts, contacts, cases

B.

Accounts, contacts,cases, users

C.

Users, contacts, accounts, cases

D.

Accounts cases, users, contacts