ADM-261 Salesforce Service Cloud Administration (SU24) exact Exam Questions

Service Cloud Administration (SU24)

Last Update 16 hours ago Total Questions : 354

The Service Cloud Administration (SU24) content is now fully updated, with all current exam questions added 16 hours ago. Deciding to include ADM-261 practice exam questions in your study plan goes far beyond basic test preparation.

You'll find that our ADM-261 exam questions frequently feature detailed scenarios and practical problem-solving exercises that directly mirror industry challenges. Engaging with these ADM-261 sample sets allows you to effectively manage your time and pace yourself, giving you the ability to finish any Service Cloud Administration (SU24) practice test comfortably within the allotted time.

Question # 11

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

Remove formula fields from filter criteria.

Remove unnecessary columns from thereports.

Remove date boundaries from filter criteria.

Remove dashboards based on long-running reports.

Question # 12

Which application will allow a client to enable Ideas on a public website?

Partner portal

Self-service portal

Sites

Customer portal

Question # 13

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Salesforce for Twitter

Live Agent

Salesforce Knowledge

Open CTI

Question # 14

Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers

Average incoming case volume

Relationship to the primary contact

Case closure rules on the original case

RMA and FSR escalation requirements

Visibility and access to the RMAand FSR records

Question # 15

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

To provide online security threat information

To provide live and historical data on system performance

To provide information planning planned maintenance

To provide live support for system and data backup

To provide best practices for continuity plans

Question # 16

What are two benefits of deploying Knowledge in Customer Communities?

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

Question # 17

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.

Migrate closed cases with milestones and entitlements

Migrate open and closed cases with milestones and entitlements

Migrate open and closed cases without milestones and entitlements

Migrate closed cases to a custom read-only object

Question # 18

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page

Process Builder

Question # 19

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

Question # 20

Which solution should a consultant recommend?

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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