[2022] Easy To Download ADM-261 Actual Exam Dumps Resources
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NEW QUESTION 198
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 cases in each status
- B. Number of solutions created per agent
- C. Number of cases created sorted by order
- D. Number of cases by type by owner
Answer: C,D
NEW QUESTION 199
Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. A knowledge article life cycle that is implementedcorrectly the first time and does not need to change
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced first contact resolution
- D. Reduced issue resolution time
Answer: C,D
NEW QUESTION 200
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. Service Console case creation configuration
- C. Lightning Console enablement
- D. CTI Adapter configuration
Answer: A,D
NEW QUESTION 201
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Customer Satisfaction
- B. Net Promoter Score
- C. Service-Level Measure
- D. Customer Engagement Score
Answer: B
NEW QUESTION 202
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?
- A. Case assignment
- B. Case escalation
- C. Salesforce console
- D. Entitlements and milestones
Answer: D
NEW QUESTION 203
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure Lightning Guided Engagement.
- C. Configure a Live Chat Validation Rule.
- D. Customize the Lightning Console chat page.
Answer: A
NEW QUESTION 204
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce import wizard to load and cleanse the data.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Upload the data into Salesforce and then run data cleansing tools.
- D. Cleanse the data outside of Satesfbrce and then migrate thedata.
Answer: D
NEW QUESTION 205
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for eacharticle type
- B. Configure data category values for each product
- C. Define approval processes for each product
- D. Configure article types for each kind of content
- E. Configure workflow rules for each data category
Answer: B,D,E
NEW QUESTION 206
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggestto meet the agent's requirements?
Choose 2 answers
- A. Add multiple ELSE IF blocks after the IF block
- B. Add a formula block to the macro
- C. Add conditional logic to the instructions
- D. Create a formula to build the macro logic around
Answer: B,D
NEW QUESTION 207
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. Email to care with Site
- B. Email to case with web to case
- C. On-demand email to case with sites
- D. On-demand email to case
Answer: B
NEW QUESTION 208
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. Create a task related to the article with a reminder set for the article start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION 209
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?
- A. A Web Service call-out that retrieves map details from the backend system
- B. A custom tab of type URL that displays a map image of customer location
- C. A mashup integration on the Account page to a third-party mapping service
- D. An outbound message to a middleware platform to provide map details
Answer: C
NEW QUESTION 210
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Chat Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
Answer: D
NEW QUESTION 211
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a single Dashboard with a Region filter.
- B. Create a single Dashboard with a Case Team filter.
- C. Create a Dashboard for each Case Team.
- D. Create a Dashboard for each Region.
Answer: A
NEW QUESTION 212
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 web -to -case on their public website.
- B. Enable Live Agent in their community to chat with an agent.
- C. Add the Question action to Chatter in the community publisher.
- D. Use a community template to set up their customer community.
Answer: C,D
NEW QUESTION 213
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