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

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Question # 25

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

Customer view of case tab

Custom Visual force page

Custom report

Customrelated list

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Question # 26

The Universal Containers Contact Center hasCustomer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

Case Auto -Response Rules

Omni -Channel

Case Assignment Rules

Visual Workflow

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Question # 27

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

Follow the SMEs to receive automatic updates when they add case comments

Bookmark all the comments related to the issue from SMEs

Use hashtag (#) to track the customer case and SMEs comments

@mention the SMEs on the case Chatter feed and follow the case

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Question # 28

A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.

What should a consultant recommend?

Define data categories with custom visibility.

Define article types with public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

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Question # 29

What statement is true about the Salesforce Knowledge article lifecycle?

Approval process CANNOT allow publishingof articles that have specific validation statuses

Article permission sets allow agents to participate in the article publishing process

Articles CANNOT be published until they are reviewed and validated by a qualified author

Knowledge uses public groups as a way to assign users to specific tasks related to articles

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Question # 30

Universal Containers (UC) is currently live with 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?

Partial Copy Sandbox

Administrator Sandbox

Developer Pro Sandbox

Full Sandbox

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Question # 31

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Casestab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

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Question # 32

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reduced issue resolution time

Reduced support channels