TAKE Service Cloud Consultant ADM-261 PRACTICE QUESTIONS FOR AMAZING RESULTS [Q64-Q81]

NO.64 Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

NO.65 Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

NO.66 Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should aconsultant implement?

NO.67 Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

NO.68 A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers

NO.69 UC must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

NO.70 A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

NO.71 In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

NO.72 What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

NO.73 Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

NO.74 A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

NO.75 Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

NO.76 Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

NO.77 Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

NO.78 Which three are characteristics of Visual Workflow? Choose 3 answers

NO.79 UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

NO.80 Why would customer upgrade from self-service to customer portal (Choose 3)?

NO.81 What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)