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

Service Cloud Administration (SU24)

Last Update 15 hours ago Total Questions : 354

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Question # 61

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement? (Choose 2)

Hide the Article Management tab for users who should have read-only access to articles.

Set the organization-wide default to private and create sharing rules for the FAQ article type

Enable the Manage Articles permission for the publisher profile and assign it to users

Create a publisher profile that includes create access on the FAQ article type.

Question # 62

KCS (knowledge centered support) what is it? Choose 2Answers

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

Question # 63

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?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

Question # 64

Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?

Choose 2 answers

Data Category to assign an Article Type to a Reviewer

Validation Rules for Article Types to verify all fields during creation

Knowledge Action to Publish an Article once the Article is approved

Approval Process thatassigns an Article to a Reviewer Queue

Question # 65

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

Set up an intuitive Data Category hierarchy

Restrict the ManageArticles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

Question # 66

Milestones can be added to which three object types?

Choose 3 Answers

Work order

Case

Service

Entitlement

Account

Question # 67

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

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.

Question # 68

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

Measure and reward agents basedon the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Create a dashboard that includes articles submitted by agents and approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

Question # 69

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs