Service Cloud Administration (ADM-261) Free Practice Test

Question 1

Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

A. Employ surveys to confirm customer satisfaction.

B. Enable templates for written responses.

C. Improve the agent interface.

D. Increase the number of agents.

Correct Answer: A,B

Question 2

A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users have access to the chat buttons.

B. Verify that users are assigned the chat feature license.

C. Verify that users have access tothe chat public group.

D. Verify that users are assigned the chat user profile.

Correct Answer: B

Question 3

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

B. Set up analytical snapshots to capture key case information and create historical trending reports.

C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Correct Answer: A,D

Question 4

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A. Force.com Sites and High-Volume Customer Portal

B. Visualforce and Self-Service Portal

C. Force.com Sites with Knowledge and Email-to-Case

D. Force.com Sites with Knowledge and Web-to-Case

Correct Answer: A

Question 5

The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A. Average Handle Time

B. Service-Level Agreements

C. Time to Answer

D. First Call Resolution

Correct Answer: A,D

Question 6

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measurecan satisfy this requirement?

A. Customer Engagement Score

B. Service-Level Measure

C. Customer Satisfaction

D. Net Promoter Score

Correct Answer: D

Question 7

UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A. Configure data category values for each product

B. Configure article types for each kind of content

C. Configure workflow rules for each data category

D. Define approval processes for each product

E. Define approval processes for eacharticle type

Correct Answer: A,B,C

Question 8

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Use a second Console session.

B. Define a custom List View.

C. Keep all open in tabs.

D. Add History to the Utility bar.

Correct Answer: D

Question 9

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create case page layouts for each interactionchannel and assign them to different agent profiles.

B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

C. Createmultiple agent console applications and configure the Iayout based on the user's requirements.

D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

Correct Answer: B

Question 10

Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

C. Configure the new app m developer org and use an unmanaged package to deploy to production.

D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Correct Answer: C

Question 11

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A. Import payment data into Salesforce and add to the contact page layout related list

B. Create a custom web service to handle invoice inserts and updates from the billing system

C. Create a custom tab of type URL that displays a search page from the billing system

D. Create a Visualforce page that retrieves payment information via a Web Service call-out

Correct Answer: D

Question 12

Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

A. Integration with Lead Generation team and apps

B. Integration with Field service teams and apps

C. Performance for high volume of interactions

D. Strategies to maximize call deflection

Correct Answer: A,C

Question 13

UniversalContainers (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

A. Lightning Row for Service

B. Interaction Log

C. Lightning Process Builder

D. Path for Cases

Correct Answer: A,B

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Salesforce Service Cloud Administration (ADM-261) Free Practice Test