Salesforce Administer and Maintain Service Cloud ADX261 Exam Practice Test

[Service Cloud Solution Design]

Universal Containers (UC) wants to improve case management by assigning cases to agents

based on their relevant product specialization. UC also wants to automatically assign agents to the

next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?

[Service Cloud Solution Design]

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's

support offerings should be adjusted.

Which feature should the consultant recommend?

[Case Management]

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.

Which feature will provide the required level of access?

[Implementation Strategies]

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

[Contact Center Analytics]

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

[Interaction Channels]

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

[Industry Knowledge]

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?