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Salesforce ADM-261 Service Cloud Administration(SP23) Exam Practice Test

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Total 355 questions

Service Cloud Administration(SP23) Questions and Answers

Question 1

Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

Options:

A.

Employee Community

B.

Partner Community

C.

Reseller Community

D.

Customer Community

Question 2

Which two solutions should Universal Containers consider to increaseContact Center Agent productivity? Choose 2 answers

Options:

A.

Enable templates for written responses.

B.

Increase the number of agents.

C.

Improve the agent interface.

D.

Employ surveys to confirm customer satisfaction.

Question 3

The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

Options:

A.

Create a case queue for all created or updated cases.

B.

Create a case report that displays all created or updated cases.

C.

Create an email alert notification for Case Teams.

D.

Create a case list view that is filtered by My Case Teams.

Question 4

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options:

A.

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.

Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

C.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Question 5

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

Options:

A.

Community

B.

Web -to -Case

C.

Live Agent

D.

Chatter Questions

Question 6

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Options:

A.

Create a bucket field on a report to calculate the percentage of escalated cases

B.

Create a case report with a custom summary formula to calculate the percentage of escalated cases

C.

Create a formula field on the case record to calculate percentage of escalated cases

D.

Create a daily snapshot report of all cases and calculate percentage of escalated cases

Question 7

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Options:

A.

Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

B.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C.

Set up IVR with an automated response for customersaffected by the recall to defect calls.

D.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Question 8

Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

Options:

A.

Chatter groups for customer

B.

Mobile access to case information

C.

Visibility into service entitlements

D.

Predictive dialer for outbound calls

Question 9

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

Options:

A.

Omni-Channel

B.

Page Layouts

C.

Record Types

D.

Support Processes

E.

Article Types

Question 10

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

Which two things will happened?

Options:

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

Question 11

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploysolutions should a consultant to ensure skills-based routing is operational in Production?

Options:

A.

Change Sets

B.

Mass Transfer Records

C.

Data Import Wizard

D.

Data Loader

Question 12

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

Options:

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

C.

The Macros widget or utility must be added to the console.

D.

The Run Macros Permission must be granted to users.

E.

The Run Macros Action must be on the page layout.

Question 13

Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Options:

A.

Entitlements

B.

Omni-channel

C.

Case milestones

D.

Case escalation

Question 14

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Options:

A.

Limit Customers to 5 Cases per day.

B.

Provide a self-help Customer Community.

C.

Add more support phone lines.

D.

Ask sales reps to respond to support Cases.

Question 15

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options:

A.

Account tabs and Casestab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs

Question 16

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form 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?

Options:

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

Question 17

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Options:

A.

Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

B.

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

C.

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

D.

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Question 18

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solutionshould the Consultant recommend?

Options:

A.

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Question 19

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

Options:

A.

Create a service cloud console to support all channel groupings.

B.

Create an agent profile for each channel grouping.

C.

Create a unique case page layout for each channel grouping.

D.

Create an agent role for each channel grouping.

Question 20

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

Options:

A.

Follow the SMEs to receive automatic updates when they add case comments

B.

Bookmark all the comments related to the issue from SMEs

C.

Use hashtag (#) to track the customer case and SMEs comments

D.

@mention the SMEs on the case Chatter feed and follow the case

Question 21

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

Options:

A.

Force.com Sites with Knowledge and Email-to-Case

B.

Visualforce and Self-Service Portal

C.

Force.com Sites with Knowledge and Web-to-Case

D.

Force.com Sites and High-Volume Customer Portal

Question 22

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement? (Choose 2)

Options:

A.

Hide the Article Management tab for users who should have read-only access to articles.

B.

Set the organization-wide default to private and create sharing rules for the FAQ article type

C.

Enable the Manage Articles permission for the publisher profile and assign it to users

D.

Create a publisher profile that includes create access on the FAQ article type.

Question 23

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.

What feature should a consultant configure to meet this requirement?

Options:

A.

Push Notifications

B.

Case Feed

C.

Omni-channel Supervisor

D.

Next Best Actions

Question 24

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

Options:

A.

Ensure each laptop has a modern browser installed.

B.

Coach users on minimizing open console tabs.

C.

Allow the user to log into Live Agent from multiple browsers.

D.

Add additional components to the Lightning console.

Question 25

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options:

A.

Comment Search Component

B.

Comments List View

C.

Global Search

D.

Search Utility Component

Question 26

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Options:

A.

Contacts

B.

Products

C.

Service contracts

D.

Case history

Question 27

Universal Containers is launching a full line ofnew 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?

Options:

A.

Use Process Builder for notifications and case teams to monitor cases.

B.

Use Process Builder for notifications and account teams to monitor cases.

C.

Use escalation rules for notifications and account teams to monitor cases.

D.

Use escalation rules for notifications and case teams to monitor cases.

Question 28

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

Options:

A.

Entitlement

B.

Work Order

C.

Service

D.

Case

E.

Account

Question 29

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

Options:

A.

Allow agents to create Knowledge articles when closing a case.

B.

Require agents to create Knowledge articles when opening a case.

C.

Add the Submit Feedback button to articles.

D.

Add the Submit Feedback buttonon the Solutions tab.

Question 30

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

Options:

A.

Omni-channel Skills-based routing

B.

Live AgentQueue-based routing

C.

Omni-channel Queue-based routing

D.

Case Skills-based Assignment Rules

Question 31

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

Options:

A.

Mix telephony interactions with email and chat

B.

Extend benefits to part-time agents

C.

Provideadditional training on tools and process

D.

Allow shift trading between agents

Question 32

Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

Choose 2 answers

Options:

A.

Remove Apex code references to the Article RecordType field.

B.

Configure the Visualforce page to use the Lightning Design System.

C.

Rename the Visualforce page to "Lightning Knowledge"

D.

Remove Apex code references to the ArticleType field.

Question 33

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Options:

A.

Email to Case

B.

Chatter feeds

C.

Customer Portal

D.

Self Service Portal

Question 34

When a Self Service Portal User adds a Case Comment the following actions take place:

Options:

A.

An email is automatically sent to the case owner

B.

A Workflow rules is activated

C.

An Assignment Rule is Activated

D.

None of the above

Question 35

Which three features should a Consultant recommend to allow a customer to resolve issues throughself-service? Choose 3 answers

Options:

A.

Customer Community

B.

Web -to -Case

C.

Live Agent

D.

Knowledge Base

E.

Chatter Answers

Question 36

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

Options:

A.

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B.

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

C.

It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files

D.

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

E.

It does NOT require a software install for each call center user on a Windows-based PC.

Question 37

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Options:

A.

Create a Dashboard for each Region.

B.

Create a single Dashboard with a Region filter.

C.

Create a Dashboard for each Case Team.

D.

Create a single Dashboard with a Case Team filter.

Question 38

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

Options:

A.

First call resolution

B.

Average handle time

C.

Upsell percentage

D.

Customer retention

Question 39

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

Options:

A.

Average queue time per agent

B.

Number of leads created

C.

Opportunities per channel

D.

Cost per call

E.

Number of sales queues

Question 40

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

Options:

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console

Question 41

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

Options:

A.

Use Visualforce to create a wizard for each process

B.

Organize the fields on the page layout to match each process

C.

Use Visual Workflow to streamline the process

D.

Create a custom object for each step in the process

Question 42

A contact center manager is looking for ways to overall cost per case.

What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Options:

A.

Average number of activities per case

B.

Average number of articles attached to a case

C.

Total number of cases by origin

D.

Average customer satisfaction score by case

Question 43

Which metric influences customer satisfaction? Choose 2 answers

Options:

A.

After call work

B.

Cost per call

C.

First call resolution

D.

Call quality

Question 44

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Options:

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component

Question 45

For which purpose should a contact center use visual workflow?

Options:

A.

To escalate a case to the support manager if it has been open for more than 72 hours.

B.

To automatically assign cases to a specific queue based on the customer support level.

C.

To assign follow-up tasks to an agent one week after a case is closed.

D.

To automate business processes for agents who troubleshoot customer support issues via phone.

Question 46

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Options:

A.

Communities

B.

ChatterQuestions

C.

Public Knowledge

D.

Field Service

E.

Macros

Question 47

Which application will allow a client to enable Ideas on a public website?

Options:

A.

Partner portal

B.

Self-service portal

C.

Sites

D.

Customer portal

Question 48

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.

Which customer requirement would require the use of Email-to-Case?

Options:

A.

Accepts email attachments larger than 10 MB

B.

Accepts attachments from emails

C.

Handles more the 10,000 emails a day

D.

Requires the use of Transport LayoutSecurity (TLS)

Question 49

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Options:

A.

Reads the case

B.

Adds a related comment to the case

C.

Adds an activity or sends an email from thecase record

D.

Edits the case

E.

All of the above

Question 50

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

Options:

A.

A separate .csv import file is uploaded for each data category

B.

Attachments and .html files must be referenced in acorresponding .zip file

C.

Each article must be associated to an article type

D.

One .csv import file is uploaded for all article types

E.

A separate .csv import file is uploaded for each article type

Question 51

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

What should the Consultant recommend implementing in the Lightning Service Console?

Options:

A.

The Social Feed

B.

A Twitter Macro

C.

The Case Feed

D.

A Custom Component

Question 52

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning KnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Options:

A.

Upload the files as Documents, then relate them to the migrated Articles.

B.

Use the Lightning Knowledge MigrationTool and choose 'include files'.

C.

Use the Files Related List on each article to add files to your articles.

D.

Post the Files to the Chatter Feed on each Article.

Question 53

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

Options:

A.

Use entitlements to define a process and milestones

B.

Use case teams to close

C.

Use escalation rules

Page: 1 / 36
Total 355 questions