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Sample Questions
Question 1
What should a consultant recommend to ensure chat requests contain enough information
for 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.
ANSWER : C
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 contacts
When 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
ANSWER : C,D
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 users
when 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
ANSWER : B,C
Question 4
Due to a recent product recall, Universal Containers has experienced a 50% increase in
daily calls to the Contact Center. The Contact Center has increased support to 24x7 with
agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain
the 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 when
customers call in, reducing average handle time.
C. Set up IVR with an automated response for customersaffected by the recall to defect
calls.
D. Set up a customer survey for customers calling in to identify the severity and impact of
the recall.
ANSWER : C
Question 5
The Support Manager at Universal Containers is getting inaccurate agent performance
reports. After researching the data, the Salesforce Administrator has identified hundreds of
cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2
answers
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.
ANSWER : A,B
EXAM CODE : ADM-261
