Salesforce Service Cloud Consultant ADM-261

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Salesforce Service Cloud Administration Sample Questions:

1. 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

A) Create quick actions
B) Deploy Pre-Chat form
C) Activate quick test
D) Configure LiveMessage

2. Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?

A) Standard Web-to-Case with assignment rules
B) Lightning Email with web routing prioritization
C) Omni-Channel with prioritized queues
D) Standard Email-to-Case with assignment rules

3. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A) Add a Visualforce page to the Caselayout
B) Configure Case Feed page layouts
C) Create Salesforce Classic Quick Action
D) Configure the Case highlights panel

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

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

5. Which Lightning Service Console featureshould be used to enable Service Reps to send emails with attachments to customers basedon the Case details?

A) Macros
B) Lightning Knowledge
C) Visual Workflow
D) Process Builder

Solutions: