Salesforce ADM-261 : Service Cloud Administration

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Salesforce Service Cloud Administration Sample Questions:

1. UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A) Use anassignment rule to assign new cases to the product manager
B) Use an escalation rule to move cases into the product manager queue
C) Use Chatter case feed and case teams to monitor cases
D) Use a workflow rule to send an email to the product manager

2. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Match each new article to an existing article type
B) Create multiple CSV files, one for each article type
C) Create HTML files referencing image to be uploaded
D) Load all articles with the Apex data loader tool
E) Create a single CSV file, including all article types

3. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Account team relationship to the primary contact
B) Case closure rules on the original case
C) Work order and customer contact escalation requirements
D) Visibility and access to thework order records
E) Total number of account and contact records in the database

4. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

A) Implement Customer Communities with Content.
B) Implement Employee Communities with Content.
C) Implement Customer Communities with Knowledge.
D) Implement Partner Communities with Knowledge.

5. What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A) Configure a Live Chat Validation Rule.
B) Customize the Pre-chat form.
C) Configure Lightning Guided Engagement.
D) Customize the Lightning Console chat page.

Solutions: