(2022) PASS ADM-261 Exam Free Practice Test with 100% Accurate Answers
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NEW QUESTION 80
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 81
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Whichthree configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Create a softphone layout and assign to user profiles.
- D. Enable Live Agent in their community to chat with an agent.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,C,E
NEW QUESTION 82
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case with sites
- B. Email to case with web to case
- C. Email to care with Site
- D. On-demand email to case
Answer: B
NEW QUESTION 83
How should a consultant provide suggested article functionality to lightning service console users?
- A. Create email templates with knowledge articles attached.
- B. Add the knowledge tab to the console app.
- C. Add the suggested article widget to the case page layout.
- D. Add the knowledge component to the service console.
Answer: D
NEW QUESTION 84
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Convert all images to .jpeg, as this is the only supported file type
- B. Include images in an .html file using the image tag and src attribute
- C. Upload the images into Salesforce prior to importing the articles
- D. Ensure that each image does NOT exceed the maximum of 25 MB
Answer: B
NEW QUESTION 85
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Data Categories with Custom Visibility.
- B. Define Topics for each Knowledge article.
- C. Define a Custom Field to identify the Subject.
- D. Define Article Types with Public Sharing Settings.
Answer: B
NEW QUESTION 86
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On anew tab in the agent's browser
- B. On the Highlights Panel of a Primary tab
- C. On the footer of the Lightning Console
- D. On the left sidebar of Salesforce Classic
Answer: C,D
NEW QUESTION 87
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Omni-channel
- B. Case milestones
- C. Case escalation
- D. Entitlements
Answer: A,C,D
NEW QUESTION 88
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Createan FAQ article type and configure the enable suggested articles option in support settings.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: B
NEW QUESTION 89
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION 90
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases closed by a self-service user
- C. Average call handle time by team
- D. Number of cases created using portal
Answer: B,D
NEW QUESTION 91
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
- A. Enable the "Access Recent Items" user permission on the user profiles.
- B. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
Answer: C
NEW QUESTION 92
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Emall-to-Case
- C. Customer Chatter groups
- D. Web-to-Case
Answer: B
NEW QUESTION 93
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Permission Set granting the Service User license.
- B. Assign users to a Public Group with access to the service console app.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Permission Set with access to the service console app.
Answer: C,D
NEW QUESTION 94
The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Omni -Channel
- B. Visual Workflow
- C. Case Assignment Rules
- D. CaseAuto -Response Rules
Answer: A
NEW QUESTION 95
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: B
NEW QUESTION 96
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Lightning Email with web routing prioritization
- B. Standard Email-to-Case with assignment rules
- C. Standard Web-to-Case with assignment rules
- D. Omni-Channel with prioritized queues
Answer: B
NEW QUESTION 97
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Average Handle Time
- B. Service-Level Agreements
- C. Time to Answer
- D. First Call Resolution
Answer: A,D
NEW QUESTION 98
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to theassociated product article types
Answer: A
NEW QUESTION 99
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?
- A. Visualforce custom page
- B. Auto launch flow
- C. Process Builder
- D. Salesforce Console for Service
Answer: D
NEW QUESTION 100
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