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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Page: 5 / 11
Total 354 questions

Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A.

Run and view Salesforce reports.

B.

Update case data for a customer.

C.

Post report information on Chatter.

D.

Review existing cases for an account.

How is the hash mark (e.g., #salesforce) usedin chatter?

A.

Ties the Chatter message to a topic

B.

Indicates aclickable URL hyperlink

C.

Indicates the name of a group in which to place the Chatter message

D.

Links the Chatter message to Twitter

A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet thisrequirement?

A.

Lightning Service Console

B.

An AppExchange Solution

C.

Field Service Lightning

D.

Customer Community

What process is a use case for Visual workflow? Choose 3 answers

A.

Field validation during case creation

B.

Cross-self promotions for representatives

C.

Assignment of email to a case queue based on subject

D.

Decision-based troubleshooting for representatives

E.

Caller verification and creation of a new case

A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A.

Number of Chatter files attached to cases.

B.

Number of published article views.

C.

Number of articles associated to cases.

D.

Number of content packs attached to cases.

E.

Number of successful keyword searches.

What is the capability of case feed?

A.

Add custom visual force pages to the case feed page layout.

B.

Enable call control using the CTI case feed publisher.

C.

Embed case feed functionality within a visual force page.

D.

Switch from case feed to standard detail pages using a console component

Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system

What are the two common places to embed these call controls?

Choose 2 answers

A.

On the left sidebar of Salesforce Classic

B.

On a new tab in the agent's browser

C.

Onthe footer of the Lightning Console

D.

On the Highlights Panel of a Primary tab

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A.

On autility bar of the Lightning App

B.

On a record Highlights Panel

C.

On a record Activity Feed list

D.

On the Calendar right hand panel

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A.

Map articles with HTML sections to rich text area fields

B.

Use change sets to import data categories

C.

Create a separate .csv for each article type

D.

Use the data loader to import unstructured articles

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A.

Create escalation rules to re-assign cases after SLAs have expired.

B.

Enable the Service Cloud Console and Knowledge sidebar for agents.

C.

Create case teams and introduce swarming to resolve cases.

D.

Enable and use Chatter feed tracking on thecase object.