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

Service Cloud Administration (SU24)

Last Update 16 hours ago Total Questions : 354

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Question # 31

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

Verification of the production migration checklist

Approval of test scripts from the business lead

Verification that sample data has been loaded

Fund customer approval on training materials

Question # 32

Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

Interactive Voice Response

Computer Telephone Integration

Social Customer Service

Live Agent

Question # 33

Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

Question # 34

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Implement a customer self-service portal

Enable agents to transfer calls to other agents

Cross-train agents on both product lines

Prioritize customer calls based on their SLA

Question # 35

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

Question # 36

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

Createa central "Contact Us" page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the samesupport as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Question # 37

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

Email-to-Case

Web-to-Case

On-Demand Email-to-Case

Customer Chatter groups

Question # 38

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solutionshould the Consultant recommend?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Question # 39

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Allows Chatter Messenger to be used between agents

Displays records and their related items as tabs on one screen

Is available for users in the partner portal

Indicates when records and lists are changed by others

Question # 40

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Add more support phone lines.

Ask sales reps to respond to support Cases.