How to Pass the Salesforce ADM-261 Exam: Comprehensive Service Cloud Administration (WI24) Guide and Tips

Questions 51

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

Options:

Install an adapter from AppExdiange to work with third-party CTI systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create asoftphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

Buy Now

Questions 52

UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

Options:

Use case auto-response rules to send an email to support managers within one hour of case creation.

Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

Buy Now

Questions 53

Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured tosatisfy this requirement?

Options:

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

Buy Now

Questions 54

Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

Whichtwo feature should the consultant recommend as part of the deployment?

Options:

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Retrieve Social Studio credentials.

Enable the Moderation feature to automatically create cases from posts.

Buy Now

Questions 55

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Options:

Create a case assignment ruleto ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

Buy Now

Questions 56

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

• Billing problemsaccount for less than 5% of calls.

• Billing data is stored in an external system containing over 20 million records.

• Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

Options:

Use Lightning Connect to connect and access data in real-time from the billing system.

Import payment data into Salesforce and add to the contact page layout as a related list.

Create a Visualforce page that retrieves payment information via a Web Service call-out.

Create a custom tab of type URL that displays a search page from the billing system.

Buy Now

Questions 57

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?

Options:

Visual Studio Code and change sets

Mass Transfer Records, change sets, and Visual Studio Code

Visual Workflow, data loader, and Force.com IDE

Data loader, change sets, and Force.com Excel Connector

Buy Now

Questions 58

Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Options:

Entitlements

Omni-channel

Case milestones

Case escalation

Buy Now

Questions 59

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Options:

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

Buy Now

Questions 60

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze?

Choose 2 answers