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The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem? A . Limit Customers to 5 Cases per day. B . Provide a self-help Customer Community. C . Add more support phone lines. D . Ask sales reps to respond to support Cases.
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.
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support.
Which solution should a consultant recommend to prevent this scenario from happening in the future? A . Add the entitlement related list to account page layouts. B . Add the entitlement lookup field to case page layouts. C . Add a Validation Rule that ensures each Case has an entitlement. D . Add a Validation Rule that ensures each Account has an entitlement.
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy? A . Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. B . Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. C . Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. D . Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
Which solution should a consultant recommend? A . Enable the knowledge sidebar related list on the case page layout. B . Create a visual force page called knowledge sidebar on the case page layout. C . Enable the knowledge sidebar setting in the case support settings. D . Implement a salesforce console for service and enable the knowledge sidebar on the case page layout. 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.
What are three considerations when adding a report chart to a Console Component? Choose 3 answers A . The report chart is added to the Page Layout. B . The report is shared with a Chatter Group. C . The report is a Summary or Matrix report. D . The report contains a chart. E . The report hasa standard Report Type.
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2) A . Replaces the need for an email channel B . Eliminates tracking of customer entitlements C . Uncovers gaps in the knowledge base D . Reduces incoming call volume
Which method can be used to route cases from social channels? A . use Twitter-to-case and add workflow rules to the case object. B . Enable Social Customer Service and add assignment rules to the case object. C . Enable Social Network Profile and add workflow rules to the contact object. D . Enable Social Network Profile and add assignment rules to the case object.