ADM-261 Service Cloud Administration (SU24) Questions and Answers

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

Implement an adapter using the Telephony API.

Move to a cloud -based telephony system.

Implement an adapter built on Open CTI.

Build an adapter using the telephony vendor's toolkit.

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

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.

Accounts

Cases

Leads

Custom Objects

Verification of the production migration checklist

Approval of test scripts from the business lead

Verification that sample data has been loaded

Fund customer approval on training materials

Use the files related list on each article to add files to your articles.

Post the filesto the chatter feed on each article.

Upload the files as documents, then relate them to the migrated articles.

Use the lightning knowledge migration tool and choose “include files”.

Contacts

Products

Service contracts

Case history

Verify that users have access to the chat buttons.

Verify that users are assigned the chat user profile.

Verify that users have access tothe chat public group.

Verify that users are assigned the chat feature license.

Use Lightning Connect to connect and access data in real-time from the billing system.

Import payment data into Salesforce and add to the contact page layout as a related list.

Create a Visualforce page that retrieves payment information via a Web Service call-out.

Create a custom tab of type URL that displays a search page from the billing system.

Assign Users to Omni Channel permissions

EnableOmni Channel by clicking Settings in Setup

Assign Users to the Omni Channel Feature License

Contact Salesforce to have Omni Channel enabled

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

Omni Channel

Process Builder Assignment

Live Agent

Case Assignment Rules

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

Assign team-based roles to theassociated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

Configure AssignmentRules based on Case Priority.

Add the Entitlements related list to the Account Page Layout.

Create a Report of all active Entitlements grouped by Customers.

Configure Success, Warning, and Violation Actions for Milestones.

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

A separate .csv import file is uploaded for each data category

Attachments and .html files must be referenced in acorresponding .zip file

Each article must be associated to an article type

One .csv import file is uploaded for all article types

A separate .csv import file is uploaded for each article type

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

Remove formula fields from filter criteria.

Remove unnecessary columns from thereports.

Remove date boundaries from filter criteria.

Remove dashboards based on long-running reports.

Assignthe Salesforce users to the Call Center.

Install an adapter from AppExchange to work with third-party CTI systems

Use Apex to create an adapter to work with third-party CTI systems

Create a SoftPhone layout and assign to user profiles

Assign the Salesforce CTI license to Salesforce users

Average queue time per agent

Number of leads created

Opportunities per channel

Cost per call

Number of sales queues

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specificpublication states to each group.

Assign article managers to publication teams and specific publication states to each team.

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Set up IVR with an automated response for customersaffected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Add the entitlements related list to contact records

Add the entitlement contacts related list toaccount records

Add the assets related list to contact records

Add the service contract related list to contact records

Knowledge Base

Customer Community

Automatic Call Distribution

Service Cloud Console

Allow agents to create Knowledge articles when closing a case.

Require agents to create Knowledge articles when opening a case.

Add the Submit Feedback button to articles.

Add the Submit Feedback buttonon the Solutions tab.

Create a custom web service to handle invoice inserts and updates from the billing system

Create a custom tab of type URL that displays a search page from the billing system

Import payment data into Salesforce and add to the contact page layout related list

Create a Visualforce page that retrieves payment information via a Web Service call-out

Create a report that display the # of articles searched during the past 2 months

Report displays # of articles associated to data categories during past 2 months

Report that displays # of cases with articles attached during the past 2 months

Report that displays # of newarticles created during the past 2 months

Assign a single agent to create the activities on all new onboarding cases.

Provide a macro that will automatically create the activities when executed.

Add an object-specific custom quick action to create new activities.

Hire a certified developer to write an apex trigger thatcreates each new activity.

Community

Web -to -Case

Live Agent

Chatter Questions

Web-to-Case

Email-to-Case

On-demand Email-to-Case

Case submitted using chat

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

Enable the Knowledge sidebar related list on the case page layout.

Enable the Knowledge sidebar setting in the case support settings.

Create a Visualforce page called Knowledge sidebar on the case page layout.

Bulk Data Transfer API

Java Language Specific Toolkit

Data Integration via SOAP API

Cloud-to-Cloud Integration Toolkit

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.

Communities

ChatterQuestions

Public Knowledge

Field Service

Macros

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based PC.

Data Cleansing

Data Normalization

Activate data validation rules

Data mapping

To assign follow-up tasks to an agent one week after a case is closed.

To automatically assign cases to a specific queue based on the customer support level

To escalate to the support manager if it has beenopen for more than 72 hours

To automate business processes for agents who troubleshoot customer support issues via phone

Record Types

Support Processes

Approval Processes

Support Types

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Apex code must be used to update fields inthe database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

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

Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Use a community template to set up their customer community.

Enable web -to -case on their public website.

Enable Live Agent in their community to chat with an agent.

Add the Question action to Chatter in the community publisher.

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

To receive multiple calls at one time

To use speech recognition to direct calls

To report the caller's background information

To mate calls to different agents

Dynamic list updates

Quick Text

Multi -monitor support

Keyboard Shortcuts

Case hover

Assign Article types to the Community

Enable Public Solutions

Enable Article deliveries

Publish Articles to external channels

Configure Content Library permission