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Salesforce ADM-261 Exam Dumps

Service Cloud Administration (WI24)

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Total Questions : 355
Update Date : February 12, 2024
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Salesforce ADM-261 Sample Questions

Question # 1

What should a consultant recommend to ensure chat requests contain enough informationfor reps to effectively respond?

A. Customize the lightning console that page.
B. Configure a chat validation rule.
C. Customize the pre-chat form.
D. Configure lightning guidedengagement.



Question # 2

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: * 10 million cases * 1 million accounts * 3million contactsWhen planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. The Salesforce org may be slow during the data import
B. Related lists on the case object may be slow to populate
C. Salesforce reporting speed may be affected
D. Result may be slow when searching for records



Question # 3

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the userswhen a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto-response rules



Question # 4

Due to a recent product recall, Universal Containers has experienced a 50% increase indaily calls to the Contact Center. The Contact Center has increased support to 24x7 withagents working 12-hour shifts.The VP of Service is concerned about the ability to sustainthe increased hours and added cost to support the higher call volume.Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
B. Set up telephony integration using a CTI adapter for quicker agent access whencustomers call in, reducing average handle time.
C. Set up IVR with an automated response for customersaffected by the recall to defectcalls.
D. Set up a customer survey for customers calling in to identify the severity and impact ofthe recall.



Question # 5

The Support Manager at Universal Containers is getting inaccurate agent performancereports. After researching the data, the Salesforce Administrator has identified hundreds ofcases that are closed, but still owned by a queue.Which two solutions should a Consultant recommend to correct this problem? Choose 2answers

A. Create a case assignment ruleto ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.



Question # 6

How should a consultant providesuggested article functionality to lightning service consoleusers?

A. Add the suggested article widget to the case page layout.
B. Add the knowledge component to the service console.
C. Create email templates with knowledge articles attached.
D. Add theknowledge tab to the console app.



Question # 7

Universal Containers (UC) wants customers to be notified by email when their issue isresolved. The notification should contain a reference link in the form of their case number.The customer should be able to click the link and be redirected to the resolved case inUC's Community. Which three features must be configured to accomplish this? Choose 3answers

A. Email Alert
B. Email Relay
C. Email Template
D. Assignment Rule
E. Workfl



Question # 8

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

A. Attachments and .html files in Classic Knowledge are moved to the Files object.
B. Visualforce pages refer to Classic article types.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.
E. Article numbers change during migration.



Question # 9

Universal containers is migrating from classic knowledge to lightning knowledge usingthelightning knowledge migration tool and noticed that none of the article file attachments weremigrated.How can a consultant migrate the file attachments?

A. Use the files related list on each article to add files to your articles.
B. Post the filesto the chatter feed on each article.
C. Upload the files as documents, then relate them to the migrated articles.
D. Use the lightning knowledge migration tool and choose “include files”.



Question # 10

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

A. Remove formula fields from filter criteria.
B. Remove unnecessary columns from thereports.
C. Remove date boundaries from filter criteria.
D. Remove dashboards based on long-running reports.



Question # 11

If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, thecase must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. Howcan a Consultant configure the Lightning Service Console to support this requirement?

A. Enable Omni-Channel Case assignment
B. Defineseparate Record Types for Tier 1 and Tier 2
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action



Question # 12

Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT)scoresWhich two customer-related metrics should the customer support management analyze?Choose 2 answers

A. High priority cases opened by account month-to-date
B. Time spent byaccount year-to-date
C. Escalated cases by account month-to-date
D. New cases opened by account channel



Question # 13

Universal Containers provides Customer Support for two separate business operations.The cases managed for each operation have different steps and fields.Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel
B. Page Layouts
C. Record Types
D. Support Processes
E. Article Types



Question # 14

Universal Containers Call Center Agents have limited visibility to customer supportlevels,resulting in inconsistent response times and lengthened resolution times. Which tworecommendations should a Consultant recommend to improve the agent experience andreduce response and resolution times? Choose 2 answers

A. Configure AssignmentRules based on Case Priority.
B. Add the Entitlements related list to the Account Page Layout.
C. Create a Report of all active Entitlements grouped by Customers.
D. Configure Success, Warning, and Violation Actions for Milestones.



Question # 15

Universal Containers Call Center Agents have limited visibility to customer supportlevels,resulting in inconsistent response times and lengthened resolution times. Which tworecommendations should a Consultant recommend to improve the agent experience andreduce response and resolution times? Choose 2 answers

A. Configure AssignmentRules based on Case Priority.
B. Add the Entitlements related list to the Account Page Layout.
C. Create a Report of all active Entitlements grouped by Customers.
D. Configure Success, Warning, and Violation Actions for Milestones.



Question # 16

Universal Containers recently implement Service Cloud. The Support Manager notices thatcases are being distributed unevenly across the team.What should the consultant recommend to address this problem

A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as MostAvailable.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.



Question # 17

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

A. Migrate closed cases with milestones and entitlements
B. Migrate open and closed cases with milestones and entitlements
C. Migrate open and closed cases without milestones and entitlements
D. Migrate closed cases to a custom read-only object



Question # 18

Support agents need to verify that customers are eligible to receive customer supportbefore they can update theWhich two objects are used to verify that a customer is entitled to receive support? Choose2 answers

A. Contacts
B. Products
C. Service contracts
D. Case history