Service Cloud Administration - ADM-261 Exam Practice Test

Question 1

Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Report displays # of articlesassociated to data categories during past 2 months

B. Report that displays # of cases with articles attached during the past 2 months

C. Report that displays # of newarticles created during the past 2 months

D. Create a report that display the # of articles searched during the past 2 months

Correct Answer: B,D

Question 2

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A. On-Demand Email-to-case

B. Standard email to case

C. Web tocase forms

D. Omni channel routing

Correct Answer: A

Question 3

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

A. Approval process history migrate to Lightning Knowledge.

B. Attachments and .html files in Classic Knowledge are moved to the Files object.

C. Visualforce pages refer to Classic article types.

D. Article numbers change during migration.

E. Each article must be associated to a record type.

Correct Answer: A,B,E

Question 4

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Live Agent

B. Community

C. Chatter Questions

D. Web -to -Case

Correct Answer: B,C

Question 5

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the assets related list to contact records

B. Add the entitlement contacts related list toaccount records

C. Add the service contract related list to contact records

D. Add the entitlements related list to contact records

Correct Answer: D

Question 6

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

C. Assign a global team of experienced agents and leaders to create a common design template and report structure.

D. Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

Correct Answer: C

Question 7

Universal Containers (UC) is currently livewith Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

A. Full Sandbox

B. Administrator Sandbox

C. Developer Pro Sandbox

D. Partial Copy Sandbox

Correct Answer: A,C,D

Question 8

Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Branded site

B. Access to custom objects

C. Simpler and easier to configure

D. Betterreporting

Correct Answer: A,B,D

Salesforce Service Cloud Administration - ADM-261 Exam Practice Test

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