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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Page: 6 / 11
Total 354 questions

Universal Containers needs to customizeSalesforce to improve its Support Agents' experience so they can work moreefficiently.

Which two features requires Service Cloud?

A.

Open multiple case records as tabs and sub tabs

B.

Unique page layouts for each Case Record Type

C.

Utility Bar

D.

Access to Knowledge Articles

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

A.

Verification of the production migration checklist

B.

Approval of test scripts from the business lead

C.

Verification that sample data has been loaded

D.

Fund customer approval on training materials

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A.

Use workflow rules to send an email to the customer

B.

Use escalation rules to assign the case to a case queue

C.

Use auto-response rules to send an email to the customer

D.

Use assignment rules toassign the case to a case queue

Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

A.

Configure Case Assignment Rules

B.

Configure Omni-Channel with Most Available Routing

C.

Configure Live Agent Skills-based Routing

D.

Configure Omni-Channel with Least Active Routing

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultantrecommend to meet this requirement?

A.

Social Persona tor Twitter and Facebook.

B.

Social Media Marketing message tagging.

C.

Social Customer Service for Twitter and Facebook.

D.

Einstein Bot social queues.

Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A.

Configure the Case highlights panel

B.

Add a Visualforce page to the Caselayout

C.

Create Salesforce Classic Quick Action

D.

Configure Case Feed page layouts

Universal containers wants to provide its 20 million customers with a portal where they can:

- Submit inquiries,

- Monitor the status of those inquiries,

- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

A.

Customer Community

B.

Partner Community

C.

Employee Community

D.

Sites

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A.

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C.

Deliver the entire project simultaneously so as to present UC with a completed solution.

D.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

A.

Use a Change Set

B.

Manually re-create the Permission Sets

C.

Create an Unmanaged Package

D.

Publish a Managed Package

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A.

Use a community template to set up their customer community.

B.

Enable web -to -case on theirpublic website.

C.

Enable Live Agent in their community to chat with an agent.

D.

Add the Question action to Chatter in the community publisher.