Prepare for the Actual Service Cloud Consultant ADM-261 Exam Practice Materials Collection [Q163-Q177]

Q163. Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

Q164. Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queuewhen specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?

Q165. The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

Q166. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

Q167. What is a benefit of a quality monitoring system? Choose 2 answers

Q168. A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

Q169. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

Q170. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Q171. Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

Q172. 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?

Q173. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

Q174. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

Q175. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

Q176. Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

Q177. Which of the following utilize the “Automated Case User” (Choose 3 answers):