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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Page: 8 / 11
Total 354 questions

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things willhappened?

A.

The Customer is shown the new Rep's name

B.

Both Service Reps can chat with the customer

C.

The chat transcripts and case are transferred

D.

The Customer doesn't know they were transferred

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A.

Number of cases closed by self-service users.

B.

Average call handle time by team.

C.

Number of Knowledge articles created each month.

D.

Number of cases created using Communities by month.

Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

A.

Omni-Channel routing

B.

Standard Email-to-Case

C.

Web-to-Case forms

D.

On-Demand Email-to-Case

Which three are characteristics of Visual Workflow? Choose 3 answers

A.

Apex code must be used to update fields inthe database.

B.

Elements can beused to pass data to legacy systems.

C.

Apex code must be used to pass data to legacy systems.

D.

Only one version of a flow can be activated at a time.

E.

Elements can be used to update fields in the database.

Which method can be used to route cases from social channels?

A.

use Twitter-to-case and add workflow rules to the case object.

B.

Enable Social Customer Service and add assignment rules to thecase object.

C.

EnableSocial Network Profile and add workflow rules to the contact object.

D.

Enable Social Network Profile and add assignment rules to the case object.

Which two configuration steps are required before quick actions can be used in Macros?

A.

Global Actions needs on the publisher layout.

B.

Quick Actions must be enabled in the org.

C.

The specific quick action must be added to the case Feed.

D.

The specific quick action must be added to the case record Type.

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

A.

Remove these fields from the page layout and add the components to the highlights panel.

B.

Add these fields to the page layout and add the components to the highlights panel

C.

Remove these fields from the page layout and add the fieldsto the highlights panel

D.

Add the fields to the page layout and add the fields to the highlights panel.

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

A.

Allows Chatter Messenger to be used between agents

B.

Displays records and their related items as tabs on one screen

C.

Is available for users in the partner portal

D.

Indicates when records and lists are changed by others

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A.

Evolving content-based product lifecycles

B.

Creating content as aresult of solving issues

C.

Rewarding learning, collaboration, sharing and improving.

D.

Developing a knowledge base on the experience of an individual

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A.

Add the entitlements related list to contact records

B.

Add the entitlement contacts related list toaccount records

C.

Add the assets related list to contact records

D.

Add the service contract related list to contact records