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

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Viewing page 5 out of 11 pages

Viewing questions 41-50 out of questions

Questions # 41:

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator 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?

Options:

Restore the data using the available backup.

Log aData Recovery case with Salesforce Support.

Use Data Loader to delete the corrupt data.

Manually update the corrupt data to correct it.

Answer

Questions # 42:

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

Options:

Service level agreement

First call resolution

Average handle time

Customer satisfaction survey

Answer

B, D

Questions # 43:

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

Options:

Implement Quick Text

Enable the Support Process for default email templates

Implement Macros

Implement Email-To-Case

Enable the support setting for default email templates

Answer

A, C, E

Questions # 44:

KCS (knowledge centered support) what is it? Choose 2Answers

Options:

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

Answer

C, D

Questions # 45:

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

Options:

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

Answer

A, B, C

Questions # 46:

A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

Options:

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

Answer

Questions # 47:

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

Options:

Customer view ofcase tab

Custom Visual force page

Custom report

Customrelated list

Answer

Questions # 48:

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

Options:

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

It is an intermediarybetween a telephony system and a Salesforce CRM call center user

It utilizes the SoftPhone capability from within the Salesforce application

It allows voicemails to be captured and stored as attachments on cases

Answer

B, C

Questions # 49:

WhenService 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:

Account tabs and Casestab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

Answer

Questions # 50:

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers