ADM-261 Exam Dumps - Service Cloud Administration (SU24)

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Question # 17

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?

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

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

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

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

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Question # 18

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

Computer Telephony Integration

Interactive Voice Response

Automatic Call Distribution

Order Management System

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Question # 19

Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

Which two features should a Consultant recommend? Choose 2 answers

Configure LiveMessage

Activate quick test

Create quick actions

Deploy Pre-Chat form

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Question # 20

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on thecase object.

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Question # 21

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

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Question # 22

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

Assign user topublic group with access to the service console app

Assign users a permission with access to the service console app

Assign users a sharing rule with access to the service console app

Assign users a profile with access to the service console app

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Question # 23

The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

Knowledge Base

Customer Community

Automatic Call Distribution

Service Cloud Console

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Question # 24

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

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