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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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 # 71

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portalPartner portal

Self-serviceportal

Partner portal

Force.com Web Services API

Question # 72

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

They are members of that Queue

They have a Contact Manager Profile

If the OWD for sharing cases is Public Read/Write/Transfer

They are higher in the Role Hierarchy than a Queue Member

All of the above

Question # 73

The Universal Container's customer support organization has implemented knowledge, 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. What could the company do to address this situation? (choose 2)

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

Create a dashboard for articles submitted by agents & approved for publication

Measure & reward agents based on the # ofnew articles submitted for approval

Measure & reward agents based on the # of new articles approved for publication

Question # 74

A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.

What is a keyconsideration when configuring a customer portal?

Users cannot own records

Users can download and view content

Users are not associated with a role in the hierarchy

Users can be part of a case team

Question # 75

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Assign users to a Permission Set granting the Service User license.

Assign users to a Permission Set with access to the service console app.

Assign users the Service User license on their User record.

Assign users to a Public Group with access to the service console app.

Question # 76

Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.

* Agent users in Canada can only view articles pertaining to Canadian products

* Agent users in the US can only view articlespertaining to US-based products.

How should article visibility be configured to enforce the compliance rules?

Create geography-based roles to restrict access using data categories

Create geography-based profiles to restrict access by mapping articletypes

Create geography-based profiles to restrict access using data categories

Create geography-based roles to restrict access by mapping article types

Question # 77

Which metric influences customer satisfaction? Choose 2 answers

After call work

Cost per call

First call resolution

Call quality

Question # 78

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

Number of Portal Logins per Day

Knowledge Article Usage

Average Call Handle Time

Cases by Support Channels

Escalated Calls

Question # 79

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the Case Feed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

Question # 80

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

Dynamic list updates

Quick Text

Multi -monitor support

Keyboard Shortcuts

Case hover

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