Salesforce Service Cloud Consultant ADM-261

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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A) Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
B) Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created
C) Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
D) Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

2. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Plan, Prepare, Validate, Execute, Text
B) Prepare, Plan, Validate, Execute, Text
C) Prepare, Plan, Text, Execute, Validate
D) Plan, Prepare, Test, Execute, Validate

3. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A) The specific Quick Action must be added to the Case record page.
B) The specific Quick Action must be added to the Case Feed.
C) Quick Actions must be enabled in the org.
D) Global Actions need to be on the publisher layout.

4. 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 a Salesforce Customer Community that will allow customers to create cases online.
C) Set up analytical snapshots to capture key case information and create historical trending reports.
D) Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

5. Which solution should a consultant recommend?

A) Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
B) Enable the knowledge sidebar related list on the case page layout.
C) Create a visualforce page called knowledge sidebar on the case page layout.
D) Enable the knowledge sidebar setting in the case support settings.
E) Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Solutions: