Pass Service Cloud Consultant ADM-261 exam [Jan 22, 2022] Updated 349 Questions
Salesforce ADM-261 Actual Questions and 100% Cover Real Exam Questions
NEW QUESTION 113
Which support channel requires the smallest amount of agent work time?
- A. Web self service
- B. Chat
- C. Email to case
- D. Web to case
Answer: A
NEW QUESTION 114
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. Build an adapter using the telephony vendor's toolkit.
- B. Implement an adapter built on Open CTI.
- C. Implement an adapter using the Telephony API.
- D. Move to a cloud -based telephony system.
Answer: B
NEW QUESTION 115
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?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- D. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
Answer: C
NEW QUESTION 116
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Review case history and activities for Agents B and C
- B. Update case assignment rules to route more cases to Agent A
- C. Lower the target for entire team to that of Agent A
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: A,D,E
NEW QUESTION 117
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION 118
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Search Utility Component
- B. Global Search
- C. Comment Search Component
- D. Comments List View
Answer: B
NEW QUESTION 119
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 120
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Visual Studio Code and change sets
- C. Visual Workflow, data loader, and Force.com IDE
- D. Mass Transfer Records,change sets, and Visual Studio Code
Answer: B
NEW QUESTION 121
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Cases by Support Channels
- B. Average Call Handle Time
- C. Number of Portal Logins per Day
- D. Escalated Calls
- E. Knowledge Article Usage
Answer: A,C,E
NEW QUESTION 122
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Enable and configure wildcards for article searches
- C. Set up an intuitive Data Category hierarchy
- D. Restrict the Manage Articles user permission
Answer: C,D
NEW QUESTION 123
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Character Limit
- B. Chat Window Title
- C. Idle Connection Timeout
- D. ChatVisitor Browser
Answer: C,D
NEW QUESTION 124
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Telemarketing center
- B. Telesales center
- C. Information Technology (IT) help desk
- D. Human Resources (HR) help desk
Answer: C
NEW QUESTION 125
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?
- A. Entitlement processes, contracts, milestones, and milestone actions
- B. Entitlement processes, contracts, contract line Items, and entitlements
- C. Entitlement processes, milestones, milestone actions, and entitlements
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: C
NEW QUESTION 126
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases on their product specialization
- B. Create a permission set for each record type and assign them to each team based on their product specialization
- C. Create a page layout for each article type and assign them to each team based on their product specialization
- D. Create an article action for each record type and assign them to each team based on their product specialization
Answer: A
NEW QUESTION 127
What is a benefit of a customercommunity? Choose 2 answers.
- A. Reduces incoming call volume
- B. Eliminates the need for support agents
- C. Enables customers to log inquires without contacting an agent
- D. Eliminates the need to track service level agreements
Answer: A,C
NEW QUESTION 128
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provideaccess based on criteria of the article.
- B. Create a sharing rule for each division to provide access using the role hierarchy.
- C. Create a single data category group for each division and provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: C
NEW QUESTION 129
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Field Service Lightning
- C. Lightning Console
- D. Employee Community
Answer: B
NEW QUESTION 130
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. Telephony
- B. Order Fulfillment
- C. Marketing
- D. Enterprise Resource Planning (ERP)
Answer: B
NEW QUESTION 131
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up IVR with an automated response for customers affected by the recall to defect calls.
- B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- D. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
Answer: A
NEW QUESTION 132
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Article deliveries
- B. Enable Public Solutions
- C. Publish Articles to external channels
- D. AssignArticle types to the Community
- E. Configure Content Library permission
Answer: B,C,D
NEW QUESTION 133
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Validate, Execute, Test
- C. Plan, Prepare, Test, Execute, Validate
- D. Prepare, Plan, Test, Execute, Validate
Answer: A
NEW QUESTION 134
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 135
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Salesforce ADM-261 Real 2022 Braindumps Mock Exam Dumps: https://www.practicematerial.com/ADM-261-exam-materials.html
ADM-261 Free Exam Questions & Answers PDF Updated on Jan-2022: https://drive.google.com/open?id=1bEYNbqPuhde800dL0fEPsObTIELsFxyX
