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ADM-261
Service Cloud Administration (SU24) Questions and Answers

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Viewing page 2 out of 11 pages

Viewing questions 11-20 out of questions

Questions # 11:

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

Options:

Configure AssignmentRules based on Case Priority.

Add the Entitlements related list to the Account Page Layout.

Create a Report of all active Entitlements grouped by Customers.

Configure Success, Warning, and Violation Actions for Milestones.

Answer

A, B

Questions # 12:

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Options:

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

Answer

Questions # 13:

Universal Containers is implementing aKnowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Options:

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

Answer

A, C, D

Questions # 14:

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?

Options:

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

Answer

Questions # 15:

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Options:

Entitlement processes, milestones,milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

Answer

Questions # 16:

Which solution should a consultant recommend?

Options:

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Answer

Questions # 17:

UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affectedby the number of contact records?

Options:

Contact list view edit time

Contact report run time

Contact view page load time

Contact related list load time

Answer

Questions # 18:

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

Options:

Email-to-Case

Web-to-Case

On-Demand Email-to-Case

Customer Chatter groups

Answer

Questions # 19:

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?

Options:

Omni-Channel

Entitlements

Case Escalation

Case Milestones

Answer

Questions # 20:

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)