[Oct-2021] Valid Way To Pass Salesforce Exam Dumps with ADM-261 Exam Study Guide
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NEW QUESTION 71
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 page layout for each article type and assign them to each team based on their product specialization
- B. Create an article action for each record type and assign them to each team based on their product specialization
- C. Create a permission set for each record type and assign them to each team based on their product specialization
- D. Create a data category for each product and assign them to each team bases on their product specialization
Answer: D
NEW QUESTION 72
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Ensure each laptop has a modern browser installed.
- D. Add additional components to the Lightning console.
Answer: B,C
NEW QUESTION 73
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for a web-to-case question
- B. Suggest articles for an email-to-case question
- C. Recommend articles during a call for a support agent
- D. Recommend articles prior to a Live Agent session
Answer: A,D
NEW QUESTION 74
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Enable agents to transfer calls to other agents
- B. Prioritize customer calls based on their SLA
- C. Implement a customer self-service portal
- D. Cross-train agents on both product lines
Answer: C,D
NEW QUESTION 75
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Reduces incoming call volume
- B. Uncovers gaps in the knowledge base
- C. Eliminates tracking of customer entitlements
- D. Replaces the need for an email channel
Answer: A,B
NEW QUESTION 76
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. First call resolution
- C. Average handle time
- D. Abandon rate
Answer: B,D
NEW QUESTION 77
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can download and view content
- B. Users cannot own records
- C. Users can be part of a case team
- D. Users are not associated with a role in the hierarchy
Answer: D
NEW QUESTION 78
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?
- A. Use a second Console session.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION 79
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of new customers added
- B. Number of open cases per day
- C. Average Number of days to close cases
- D. Number of Closed caseson first call
- E. Number of cases escalated
Answer: B,C,E
NEW QUESTION 80
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat public group.
- B. Verify that users are assigned the chat user profile.
- C. Verify that users have access to the chat buttons.
- D. Verify that users are assigned the chat feature license.
Answer: D
NEW QUESTION 81
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Configure Case Escalation Rules.
- B. Use Process Builder with Scheduled Actions
- C. Define Entitlement andMilestones.
- D. Enable Omni-Channel Routing.
Answer: C
NEW QUESTION 82
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Simpler and easier to configure
- D. Access to custom objects
Answer: A,B,D
NEW QUESTION 83
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent profile foreach channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent role for each channel grouping.
Answer: B
NEW QUESTION 84
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Solution
- C. Attachments
- D. Event
Answer: C,D
NEW QUESTION 85
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers
- A. All open Cases by Priority
- B. Case resolution time
- C. All open cases by Channel
- D. All Cases closed Month-to-date
- E. All Cases by Customer
Answer: A,B,C
NEW QUESTION 86
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Redirect users from the company site to social media forums about the products.
- B. Hire contact center representatives that specialize in each of the product categories.
- C. Make knowledge base articles and community answers accessible on its website.
- D. Make contact center representatives accessible 24/7 to distribute the call volume.
Answer: C
NEW QUESTION 87
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universalcontainers service cloud instance
- A. Java Language Specific Toolkit
- B. Data Integration via SOAP API
- C. Cloud-to-Cloud Integration Toolkit
- D. Bulk Data Transfer API
Answer: D
NEW QUESTION 88
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Escalation rule to ignore business hours based on case criteria
- B. Validation rules on case process field
- C. Workflow rule
Answer: A
NEW QUESTION 89
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the knowledge component to the service console.
- B. Add the suggested article widget to the case page layout.
- C. Add the knowledge tab to the console app.
- D. Create email templates with knowledge articles attached.
Answer: A
NEW QUESTION 90
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Enable the Support Process for default email templates
- B. Implement Macros
- C. Implement Quick Text
- D. Implement Email-To-Case
- E. Enable the support setting for default email templates
Answer: B,C,E
NEW QUESTION 91
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Remove Apex code references to the Article RecordType field.
- B. Rename the Visualforce pageto "Lightning Knowledge"
- C. Configure the Visualforce page to use the Lightning Design System.
- D. Remove Apex code references to the ArticleType field.
Answer: B,C
NEW QUESTION 92
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. A Workflow rules is activated
- B. AnAssignment Rule is Activated
- C. An email is automatically sent to the case owner
- D. None of the above
Answer: C
NEW QUESTION 93
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed with chatter posts
- B. Percent of cases closed with an attached article
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 94
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