1. Home
  2. Salesforce
  3. ADM-261
  4. ADM-261
  5. Service Cloud Administration (SU24) Questions and Answers

Pass the Salesforce ADM-261 ADM-261 Questions and answers with CertsForce

 Salesforce Exams      Go to Exam Detail      Get Premium Access
Viewing page 5 out of 11 pages
Viewing questions 41-50 out of questions
Questions # 41:

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

Options:
A.

Assign a single agent to create the activities on all new onboarding cases.

B.

Provide a macro that will automatically create the activities when executed.

C.

Add an object-specific custom quick action to create new activities.

D.

Hire a certified developer to write an apex trigger thatcreates each new activity.

Expert Solution
Questions # 42:

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

Options:
A.

Optimize queries to reduce thescope of Cases included with each search.

B.

Create a data retention plan that archives or purges Cases at regular intervals.

C.

Ask contact center managers to review data each quarter to possibly delete.

D.

Write an Apex trigger that deletes one case eachtime a new case is created.

Expert Solution
Questions # 43:

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?

Options:
A.

Assign article managers to public groups and specific article actions to each group.

B.

Assign article managers to publication teams and specific article actions to each team.

C.

Assign article managers to public groups and specificpublication states to each group.

D.

Assign article managers to publication teams and specific publication states to each team.

Expert Solution
Questions # 44:

A company has theserequirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case towork

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Options:
A.

Route to agents with the most cases closed for that topic.

B.

Route to agents staffing the assigned overflow queues.

C.

Route to agents with the least amount of active assigned work.

D.

Route to agents with the most capacity to take on new work.

Expert Solution
Questions # 45:

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the firststep in configuration and customization?

Options:
A.

Create user profiles or permission sets

B.

Enable Chatter Messenger for the organization

C.

Enable Live Agent for the organization

D.

Create an iframe to display the chat window

Expert Solution
Questions # 46:

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Options:
A.

Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

B.

Developers can embed API calls and processes on web pages to automate call handling processes.

C.

Developers can integrate with any telephony platform available with little to no need for customization.

D.

Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

Expert Solution
Questions # 47:

Which feature ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Options:
A.

Display articles in a public knowledge base.

B.

Display articles in Salesforce Answers.

C.

Display articles with HTML, images, and links.

D.

Publish articles to the Web using Salesforce Publisher.

Expert Solution
Questions # 48:

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

Options:
A.

To provide online security threat information

B.

To provide live and historical data on system performance

C.

To provide information planning planned maintenance

D.

To provide live support for system and data backup

E.

To provide best practices for continuity plans

Expert Solution
Questions # 49:

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

Options:
A.

Automatic Call Distributor

B.

Private Branch Exchange

C.

Interactive Voice Response

D.

Time and Attendance

Expert Solution
Questions # 50:

For which purpose should a contact center use visual workflow?

Options:
A.

To escalate a case to the support manager if it has been open for more than 72 hours.

B.

To automatically assign cases to a specific queue based on the customer support level.

C.

To assign follow-up tasks to an agent one week after a case is closed.

D.

To automate business processes for agents who troubleshoot customer support issues via phone.

Expert Solution
Viewing page 5 out of 11 pages
Viewing questions 41-50 out of questions