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ADM 261 Demo

This document contains 10 questions from a Salesforce ADM-261 exam about Service Cloud administration. The questions cover topics like using macros and quick text to improve agent efficiency, using case teams and process builder for collaboration and notifications, metrics for knowledge base effectiveness, using case assignment rules and queues to route cases, configuring macros, guided engagement for case handoffs, promoting knowledge base and community for call deflection, workforce management metrics, skills-based routing for cases and live agent, and configuring entitlement processes and milestones to meet SLA requirements.

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Murali Mohan
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48 views5 pages

ADM 261 Demo

This document contains 10 questions from a Salesforce ADM-261 exam about Service Cloud administration. The questions cover topics like using macros and quick text to improve agent efficiency, using case teams and process builder for collaboration and notifications, metrics for knowledge base effectiveness, using case assignment rules and queues to route cases, configuring macros, guided engagement for case handoffs, promoting knowledge base and community for call deflection, workforce management metrics, skills-based routing for cases and live agent, and configuring entitlement processes and milestones to meet SLA requirements.

Uploaded by

Murali Mohan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Service Cloud Administration

Salesforce ADM-261
Total Questions: 10
Version Demo

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QUESTION NO: 1

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much
time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
A. Visual Workflow
B. Lightning Guided Engagement
C. Quick Text
D. Macros

Answer: C, D

QUESTION NO: 2

Universal Containers is launching a full line of new 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?
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.

Answer: A

QUESTION NO: 3

A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.

Answer: A, B

QUESTION NO: 4

A company receives support requests through a variety of email addresses and web forms for different parts of the
business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
D. Escalation Rules, Queues, Public Groups, Live Agent

Answer: B

QUESTION NO: 5

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
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.

Answer: A, B, D

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QUESTION NO: 6

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?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component

Answer: B

QUESTION NO: 7

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection
within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console

Answer: A, B

QUESTION NO: 8

A contact center manager wants to measure improvements to operations after the implementation of a new
workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2
answers
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence

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Answer: B, D

QUESTION NO: 9

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?
A. Omni-channel Skills-based routing
B. Live Agent Queue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules

Answer: B

QUESTION NO: 10

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What
should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions

Answer: A

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