최신 ADM-261 무료덤프 - Salesforce Service Cloud Administration

문제1

Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A. Workflow rule

B. Validation rules on case process field

C. Escalation rule to ignore business hours based on casecriteria

정답: C

문제2

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A. It is a server based software program that controls the behavior of a Salesforce SoftPhone

B. It utilizes the SoftPhone capability from within the Salesforce application

C. It is an intermediarybetween a telephony system and a Salesforce CRM call center user

D. It allows voicemails to be captured and stored as attachments on cases

정답: B,C

문제3

UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A. Perform data cleaning

B. Develop data map

C. Enable data validation rules

D. Normalize database

정답: A,B

문제4

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Use change sets to import data categories

B. Use the data loader to import unstructured articles

C. Create a separate .csv for each article type

D. Map articles with HTML sections to rich text area fields

정답: B,D

문제5

Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A. Route cases to agents in an alternate center.

B. Update thecase status field values.

C. Monitor service level agreements (SLAs) and notify customers.

D. Deliver training on case handling for contingent staff.

E. Disable the Interactive Voice Response (IVR) system.

정답: A,C,D

문제6

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A. Multi -monitor support

B. Quick Text

C. Dynamic list updates

D. Keyboard Shortcuts

E. Case hover

정답: A,C,D

문제7

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A. Monitoring the case escalationrule queue toconfirm service levels are met

B. Representing metrics such as first-response and resolution time on cases

C. Displaying whether a case response complies with a customer's service level agreement

D. Identifying the customer contact associated with a particular stage of a service contract

정답: B,C

문제8

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Field Service Lightning

B. Service Cloud SOS

C. Chatter Groups

D. Salesforce Knowledgebase

정답: A,B

문제9

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

B. Document the requirements gap and communicate development options to the project team

C. Add development resources to the project team to build out the additional requirements.

D. Adjustthe project scope to accommodate new requirements and continue with the original project schedule

정답: B

문제10

A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A. Salesforce Chat

B. Public groups

C. Mass email

D. Communities

정답: A,D

문제11

Which two configuration steps are required before quick actions can be used in Macros?

A. The specific quick action must be added to the case record Type.

B. Quick Actions must be enabled in the org.

C. The specific quick action must be added to the case Feed.

D. Global Actions needs on the publisher layout.

정답: B,C

문제12

When a Self Service Portal User adds a Case Comment the following actions take place:

A. An Assignment Rule is Activated

B. An email is automatically sent to the case owner

C. None of the above

D. A Workflow rules is activated

정답: B

문제13

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go- live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases with milestones and entitlements

B. Migrate open and closed cases with milestones and entitlements

C. Migrate closed cases to a custom read-only object

D. Migrate open and closed cases without milestones and entitlements

정답: A

문제14

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A. Data Categories and Article Actions

B. Data Categories and Article Types

C. Service Console Profile Assignments

D. Service Console Knowledge Components

정답: B,D

문제15

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Set article Org Wide Default to Public ReadWrite.

B. Add Authors to the FaQ Data Category.

C. Grant Authors access to the FAQ article type.

D. Grant Authors access to the FaQ record type

정답: D

문제16

Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A. Web-to-Case

B. Customer Chatter groups

C. On-Demand Email-to-Case

D. Emall-to-Case

정답: D

문제17

A Global company requires public documents to betranslated into multiple languages.
Which implementation should the consultant recommend?

A. Salesforce Files

B. Classic Knowledge

C. Salesforce Content

D. Lightning Knowledge

정답: B

문제18

Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A. Omni-Channel

B. Case Escalation

C. Entitlements

D. Case Milestones

정답: C

문제19

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

최신 ADM-261 무료덤프 - Salesforce Service Cloud Administration

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