Salesforce Service Cloud Administration - ADM-261 Exam Practice Test
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
Correct Answer: D
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Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
Correct Answer: B
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Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
Which two features should a Consultant recommend to address this concern? Choose 2 answers
Correct Answer: A,D
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The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
Which two solutions should a consultant recommend?
Choose 2 answers
Correct Answer: A,B
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Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.
What should a Consultant recommend to address this issue?
What should a Consultant recommend to address this issue?
Correct Answer: C
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Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
Which approach should a consultant recommend in this scenario?
Correct Answer: B
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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
Correct Answer: B
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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.
What can be done to improve the first call resolution rate? Choose 2 answers.
Correct Answer: B,D
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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?
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
Correct Answer: B
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A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
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 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
Correct Answer: A,D
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Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
Which product and license type would meet all of these requirements?
Correct Answer: C
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Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
Correct Answer: A,B,D
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Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
(Choose 2)
Correct Answer: C,D
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