Practice Service Cloud Consultant ADM-261 exam. Online Exam Practice Tests with detailed explanations! Pass ADM-261 with confidence!
ADM-261 - Service Cloud Administration Practice Tests 2021 | FreePdfDump
NEW QUESTION 58
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 record page.
- B. Global Actions need to be on the publisher layout.
- C. The specific Quick Action must be added to the CaseFeed.
- D. Quick Actions must be enabled in the org.
Answer: A,C
NEW QUESTION 59
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups forcustomer
- B. Visibility into service entitlements
- C. Mobile access to case information
- D. Predictive dialer for outbound calls
Answer: B,C
NEW QUESTION 60
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Case Milestones
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION 61
Which support channel requires the smallest amount of agent work time?
- A. Webself service
- B. Email to case
- C. Web to case
- D. Chat
Answer: A
NEW QUESTION 62
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a newdefect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use Chatter case feed and case teams to monitor cases
- B. Use an escalation rule to move cases into the product manager queue
- C. Use a workflow rule to send an email to the product manager
- D. Use an assignment rule to assign new cases to the product manager
Answer: C
NEW QUESTION 63
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Manually update the corrupt data to correct it.
- B. Restore the data using the available backup.
- C. Use Data Loader to delete the corrupt data.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION 64
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Waterfall
- B. Agile
- C. Kanban
- D. Force.com IDE
Answer: B
NEW QUESTION 65
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Assignment Rule
- B. Email Relay
- C. Workfl
- D. Email Alert
- E. Email Template
Answer: C,D,E
NEW QUESTION 66
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Createan FAQ article type and configure the enable suggested articles option in support settings.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION 67
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION 68
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Keyboard Shortcuts
- B. Multi -monitor support
- C. Case hover
- D. Quick Text
- E. Dynamic list updates
Answer: A,B,E
NEW QUESTION 69
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 70
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Uncovers gap in the knowledge base
- C. Replaces the need for an email channel
- D. Reducesincoming call volume
Answer: C,D
NEW QUESTION 71
Auto Response rules work on which objects?
- A. Accounts and Cases
- B. Accounts and Opportunity
- C. Leads and accounts
- D. Leads and Cases
Answer: D
NEW QUESTION 72
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Enable Omni Channel by clicking Settings in Setup
- B. Assign Users to Omni Channel permissions
- C. Assign Users to the Omni Channel Feature License
- D. Contact Salesforce to have Omni Channel enabled
Answer: A
NEW QUESTION 73
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Implement Lightning Guided Engagement
- B. Enable Omni-Channel Case assignment
- C. Configure a Visual Flow Troubleshooting Action
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: A,C
NEW QUESTION 74
Field engineers often need to access current inventory levels of products thecustomer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Develop and publish aknowledge management system
Answer: B
NEW QUESTION 75
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Live Agent
- C. Omni Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 76
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- B. Create a workflow rule to send an email to support managers when a case iscreated and assigned to a queue.
- C. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- D. Use case auto-response rules to send an email to supportmanagers within one hour of case creation.
Answer: A
NEW QUESTION 77
UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Configure LiveMessage
- B. Create quick actions
- C. Activate quick test
- D. Deploy Pre-Chat form
Answer: C,D
NEW QUESTION 78
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