ADM-261 Certification – Valid Exam Dumps Questions Study Guide! (Updated 349 Questions)
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NEW QUESTION 70
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Whichtwo deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Mass Transfer Records
- B. Data Loader
- C. Change Sets
- D. Data Import Wizard
Answer: A,C
NEW QUESTION 71
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Add the Question action to Chatter in the community publisher.
- C. Enable web -to -case on their public website.
- D. Use a community template to set up their customer community.
Answer: B,D
NEW QUESTION 72
For which purpose should a contact center use visual workflow?
- A. To escalate a case to the support manager if it has been open for more than 72 hours.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: C
NEW QUESTION 73
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Deletes posts
- B. Tag another chatter user
- C. Returns a link that returns a post with the samereference
Answer: C
NEW QUESTION 74
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Create a validation rule for case survey email templates
- C. Modify the user interface settings for the case survey sidebar
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION 75
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Enable the self-serviceportal to generate logins for the hospital staff by region.
- B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- C. Design a custom object to track credit requests and route them regionally using assignment rules
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Answer: D
NEW QUESTION 76
Universal Containers wants articles to besuggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Create a Visualforce page called Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Enable the Knowledge sidebar related list on the case page layout.
- D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
Answer: A
NEW QUESTION 77
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?
- A. Implement an adapter using the Telephony API.
- B. Implement an adapter built on Open CTI.
- C. Move to a cloud -based telephony system.
- D. Build an adapter using the telephony vendor's toolkit.
Answer: B
NEW QUESTION 78
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Creating content as a result of solving issues
- B. Evolving content-based product lifecycles
- C. Rewarding learning, collaboration, sharing and improving.
- D. Developing a knowledge base on the experience of an individual
Answer: A,C
NEW QUESTION 79
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of solutions created per agent
- B. Number of cases created sorted by order
- C. Number of cases in each status
- D. Number of cases by type by owner
Answer: B,D
NEW QUESTION 80
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. Both Service Reps can chat with the customer
- B. The Customer doesn't know they were transferred
- C. The chat transcripts and case are transferred
- D. The Customer is shown the new Rep's name
Answer: C,D
NEW QUESTION 81
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Case Feed
- B. TheSocial Feed
- C. A Twitter Macro
- D. A Custom Component
Answer: A
NEW QUESTION 82
Using Import Wizard, how many Asset records can you import at a time?
- A. 100,000
- B. 50,000
- C. 0
- D. You cannot import Assets via Import Wizard
- E. 1
Answer: D
NEW QUESTION 83
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
Answer: C
NEW QUESTION 84
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Cases tab
- B. Account tabs with Case Subtabs
- C. Case tabs with Account subtabs
- D. Account tab with Cases related list
Answer: D
NEW QUESTION 85
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate case data and deploy to all users at office
- B. Migrate agents to Force.com Connect Offline during deployment
- C. Deploy based on the numberof trainers available
- D. Deploy in phases using countries as pilots
Answer: D
NEW QUESTION 86
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Create an API integration between Salesforce and the telephony system.
- C. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: C
NEW QUESTION 87
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Enterprise Resource Planning (ERP)
- B. Order Fulfillment
- C. Marketing
- D. Telephony
Answer: B
NEW QUESTION 88
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure the SOS snap-in for the Lightning Service Console.
- B. Add the Live Agent Component to the Utility bar.
- C. Configure Omni-Channel Supervisor tab and 3rd party access.
- D. Configure Live Agent Supervisor tab and Whisper Messages.
Answer: D
NEW QUESTION 89
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Open CTI
- B. Salesforce for Twitter
- C. SalesforceKnowledge
- D. Live Agent
Answer: C
NEW QUESTION 90
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers alsoneed the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites and High-Volume Customer Portal
- B. Force.com Sites withKnowledge and Web-to-Case
- C. Force.com Sites with Knowledge and Email-to-Case
- D. Visualforce and Self-Service Portal
Answer: A
NEW QUESTION 91
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of newarticles created during the past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: B,C
NEW QUESTION 92
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of Closed caseson first call
- B. Average Number of days to close cases
- C. Number of open cases per day
- D. Number of cases escalated
- E. Number of new customers added
Answer: B,C,D
NEW QUESTION 93
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove dashboards based onlong-running reports.
- C. Remove unnecessary columns from the reports.
- D. Remove date boundaries from filter criteria.
Answer: A
NEW QUESTION 94
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ADM-261 Dumps 2022 - New Salesforce ADM-261 Exam Questions: https://drive.google.com/open?id=1Cm8hN3uXBSA2Mtc77kkjvg2jkHnIJIvX
