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Guide for ADM-261: Service Cloud Administration (SU21)

Quiz ADM-261: Service Cloud Administration (SU21)

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/ 10

Quiz

1/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.
What required step Should a consultant address before configuring Omni Channel?
Select the answer
1 correct answer
A.
Customize service channel settings to define how the organization receives work from various
B.
Create a Salesforce Case to have Omni-Channel enabled.
C.
Create the necessary objects in Salesforce.
D.
From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Quiz

2/10
Select the answer
1 correct answer
I can help, but I’m missing the actual multiple-choice question and answer options.

Right now I only see:
“The correct answer is: A”

Please send the full question and the options A, B, C, D, and I’ll provide a detailed plain-text explanation of why A is correct and why the other choices are not.

Quiz

3/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a
consultant recommend?
Choose 2 answers
Select the answer
2 correct answers
A.
Simplify the interactive voice response (IVR) tree.
B.
Set up Email-to-Case.
C.
Use Assignment rules and case queues.
D.
Add additional agents to lower average hold time.

Quiz

4/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers wants to implement a customer service site.
The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
Select the answer
1 correct answer
A.
Change the org-wide default for cases and contacts internal access to private.
B.
Update the case assignment rule to add the site member to the predefined case team.
C.
Create a sharing rule to share the contact record with the site member.
D.
Set up a sharing set to grant access based on the site member's contact record.

Quiz

5/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers (UC) receives partner data in Excel format.
The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text
fields.
Which three best practices should a consultant recommend?
Choose 3 answers
Select the answer
3 correct answers
A.
Import the records and create a workflow rule to change the data type.
B.
Standardize all rows to match Salesforce data types.
C.
Import the records and use Duplicate Management.
D.
Deduplicate the data before importing into Salesforce,
E.
Install the Data Quality Analysis Dashboards from the AppExchange.

Quiz

6/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the
Knowledge Importer.
How should this be implemented?
Choose 2 answers
Select the answer
2 correct answers
A.
Article Record Types must be created before the import.
B.
Each Article Record Type must be in a separate CSV.
C.
Article Record Types will be created as part of the import.
D.
Multiple Article Record Types can be imported in the same CSV.

Quiz

7/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers (UC) wants to automate the process of case creation.
While conducting a business process review, the consultant learned that in some instances, customers
provide UC with digital pictures of the problem.
The average attachment size was 34 MB.
Which solution should a consultant recommend?
Select the answer
1 correct answer
A.
Web-to-Case
B.
Outlook Integration
C.
Email-to-Case
D.
On-Demand Email-to-Case

Quiz

8/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to
evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
Select the answer
1 correct answer
A.
Contact Salesforce to send a report on article efficacy.
B.
Send out a monthly survey to customers requesting feedback.
C.
Install Knowledge Base Dashboards and Reports AppExchange package.
D.
Create a group of super users that will evaluate and manage articles.

Quiz

9/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
The Universal Containers sales team has been so successful 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?
Select the answer
1 correct answer
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.

Quiz

10/10
Topic 1, Pool A (Main)
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant
Articles displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page.
B. Add the Knowledge tab to the Service Console.
C. Add Knowledge Data Categories to each Case.
D. Add the Knowledge Component to the Case record page.
Answer: D
A manager would like information on the knowledge base searches conducted by customers and call
center agents.
Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
Select the answer
2 correct answers
A.
Knowledge search query with no results.
B.
Knowledge articles with the lowest rating.
C.
Number of knowledge articles in each data category.
D.
Knowledge articles created by call center agents.
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Info quiz:

  • Quiz name:ADM-261: Service Cloud Administration (SU21)
  • Total number of questions:388
  • Number of questions for the test:50
  • Pass score:80%

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