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

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Viewing page 9 out of 11 pages

Viewing questions 81-90 out of questions

Questions # 81:

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

Options:

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specificpublication states to each group.

Assign article managers to publication teams and specific publication states to each team.

Answer

Questions # 82:

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

Options:

Assign user topublic group with access to the service console app

Assign users a permission with access to the service console app

Assign users a sharing rule with access to the service console app

Assign users a profile with access to the service console app

Answer

B, D

Questions # 83:

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

Options:

On autility bar of the Lightning App

On a record Highlights Panel

On a record Activity Feed list

On the Calendar right hand panel

Answer

Questions # 84:

Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

Options:

Run and view Salesforce reports.

Update case data for a customer.

Post report information on Chatter.

Review existing cases for an account.

Answer

A, D

Questions # 85:

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

Options:

Require agents to check a box on case when submitting a new suggested article

Create a dashboard for articles submitted by agents & approved for publication

Measure & reward agents based on the # ofnew articles submitted for approval

Measure & reward agents based on the # of new articles approved forpublication

Answer

B, C

Questions # 86:

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Options:

Case volume by channel.

Cases created by type.

Open cases by reason.

Average case stage duration.

Answer

Questions # 87:

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 hadprogressed in troubleshooting?

Options:

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

Answer

Questions # 88:

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Options:

Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

Developers can embed API calls and processes on web pages to automate call handling processes.

Developers can integrate with any telephony platform available with little to no need for customization.

Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

Answer

A, B

Questions # 89:

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.