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Salesforce ADM-261 - Service Cloud Administration (SU24)

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Total 354 questions

The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console

The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

A.

Provide the Service Manager with edit permissions to the standard Knowledge Article views.

B.

Provide the Service Manager with edit permissions to the standardKnowledge Article reports.

C.

Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

D.

Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A.

Create a task related to the article with a reminderset for the article start date.

B.

Create a workflow rule to update the article status to Published on the article start date.

C.

Set the article publish date to automatically display the article on the start datE.

D.

Send an email reminder to update the article status to Published on the start date.

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A.

When a case is automatically assigned using assignment rules this user is listed in the case history

B.

When an email notification is triggered via workflow this user is listed in the case history

C.

When a case is escalated this user is listed in the case history

D.

When a case is created via Web-To-Case this user is listed in the case history

E.

When a case iscreated via Email-To-Case this user isassigned as the case owner

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.

Which solution should a Consultant recommend?

A.

RESTful services with GET, POST, or PUT

B.

Workflow-driven outbound messaging

C.

Schedule batch Apex processing job

D.

Visualforce page APEX SOAP async callout

Which support channel requires the smallest amount of agent work time?

A.

Web to case

B.

Email to case

C.

Webself service

D.

Chat

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

A.

Require agents to check a box on case when submitting a new suggested article

B.

Create a dashboard for articles submitted by agents & approved for publication

C.

Measure & reward agents based on the # ofnew articles submitted for approval

D.

Measure & reward agents based on the # of new articles approved forpublication

You're working on a sales presentation for your customer - universal paper, you might want to add thetopic #universal paper in your status update. What does the hashtag do?

A.

Returns a link that returns a post with the same reference

B.

Tag another chatter user

C.

Deletes posts

Milestones can be added to which three Object types? Choose 3 answers

A.

Entitlement

B.

Work Order

C.

Service

D.

Case

E.

Account

Thelifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

A.

Create, approve, publish, consume, feedback

B.

Create, feedback, publish,approve, consume

C.

Create, publish, feedback, approve,consume

D.

Create, consume, feedback, approve, publish