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

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Viewing questions 61-70 out of questions

Questions # 61:

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:

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport LayoutSecurity (TLS)

Answer

Questions # 62:

Thecost of service for Universal Containers contact centers has steadily increased.

What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

Options:

Enable Ideas in a customer portal

Enable Chatter for agent collaboration

Create auto-response templates for incoming emails

Enable Live Agent to handle incoming service inquiries

Answer

B, D

Questions # 63:

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?

Options:

RESTful services with GET, POST, or PUT

Workflow-driven outbound messaging

Schedule batch Apex processing job

Visualforce page APEX SOAP async callout

Answer

Questions # 64:

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

Options:

Streamline the agent interface.

Enable templates for written responses.

Offer supports through Facebook and twitter.

Implement team productivity dashboards.

Answer

A, B

Questions # 65:

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

Options:

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

Answer

Questions # 66:

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Options:

Number of article votes

Number of customer ratings

Number of approved articles

Number of archived articles

Answer

Questions # 67:

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should aConsultant use to meet this requirement?

Options:

Process Builder Scheduled Actions

Time-based Workflow Rules

Scheduled Reports

Milestone Actions

Answer

Questions # 68:

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

Options:

Community

Email to Case

Web to Case

On Demand Email to Case

Answer

Questions # 69:

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requestedfrequent project updates for check-ins and refinement.

Which methodology should the Consultant recommend to meet the given requirements?

Options:

Kanban

Lightning Platform

Agile

Waterfall

Answer

Questions # 70:

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?