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

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Question # 41

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

Remove formula fields from filter criteria.

Remove unnecessary columns from thereports.

Remove date boundaries from filter criteria.

Remove dashboards based on long-running reports.

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Question # 42

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal?

Choose 2 answers

Representing metrics such as first-response and resolution time on cases

Monitoring the case escalationrule queue to confirm service levels are met

Identifying the customer contact associated with a particular stage of a service contract

Displaying whether a case response complies with a customer's service level agreement

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Question # 43

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

Migrate closed cases with milestones and entitlements

Migrate open and closed cases with milestones and entitlements

Migrate open and closed cases without milestones and entitlements

Migrate closed cases to a custom read-only object

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Question # 44

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Lightning Process Builder

Interaction Log

Lightning Row for Service

Path for Cases

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Question # 45

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.

Which statement is true about migrating images into Salesforce Knowledge?

Ensure that each image doesNOT exceed the maximum of 25 MB

Upload the images into Salesforce prior to importing the articles

Convert all images to .jpeg, as this is the only supported file type

Include images in an .html file using the image tag and src attribute

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Question # 46

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

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Question # 47

A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Create a report using the case historical trending reporttype.

Create a report using the case snapshot report type.

Create a report using the case age report type.

Create a report using the case lifecycle report type.

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Question # 48

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Entitlements and milestones

Case escalation

Case assignment

Salesforce console

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