2022 Updated Verified Pass ADM-261 Exam - Real Questions and Answers
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NEW QUESTION 119
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Highly available telecom solution
- C. Periodic maintenance windows
- D. Server hardware infrastructure rebuilds
Answer: B,C
NEW QUESTION 120
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 Apex triggerthat 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 an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. 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
Answer: D
NEW QUESTION 121
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Content
- B. Salesforce Files
- C. Lightning Knowledge
- D. Classic Knowledge
Answer: D
NEW QUESTION 122
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel withMost Available Routing
- B. Configure Case Assignment Rules
- C. Configure Live Agent Skills-based Routing
- D. Configure Omni-Channel with Least Active Routing
Answer: A
NEW QUESTION 123
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Milestone Actions
- B. Process Builder Scheduled Actions
- C. Scheduled Reports
- D. Time-based Workflow Rules
Answer: C
NEW QUESTION 124
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Standard Email-to-Case
- B. On-Demand Email-to-Case
- C. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION 125
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show the number of cases for each tier and sort them by case owner.
- B. Create a case report to show all cases across tiers filtered by an escalation flag.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create an approval process to ensure only the appropriate cases get escalated.
Answer: B
NEW QUESTION 126
UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Deploy Pre-Chat form
- B. Configure LiveMessage
- C. Create quick actions
- D. Activate quick test
Answer: A,D
NEW QUESTION 127
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Strategies to maximize call deflection
- B. Performance for high volume of interactions
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: B,D
NEW QUESTION 128
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 article types with public sharing settings.
- B. Define topics for each knowledge article.
- C. Define datacategories with custom visibility.
- D. Define a custom field to identify the subject.
Answer: A,C,D
NEW QUESTION 129
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Field Service
- B. Mobile Connect
- C. Contact Request
- D. omni Channel
Answer: A
NEW QUESTION 130
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Email to Case
- B. On Demand Email to Case
- C. Community
- D. Web to Case
Answer: A
NEW QUESTION 131
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and total number of article views
- B. Last modified date and frequent search terms
- C. Last modified date and number of recent article views
- D. Original creation date and average rating of articles
Answer: C
NEW QUESTION 132
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. Salesforce for Outlook
- D. On-Demand Email-to-Case
Answer: B
NEW QUESTION 133
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. Modify the user interface settings for the case survey sidebar
- B. Enable the case survey object for the customer portal
- C. Create a validation rule for case survey email templates
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION 134
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Path for Cases
- D. Lightning Row for Service
Answer: B,D
NEW QUESTION 135
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Accepts attachments from emails
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 136
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Assign users to the Omni channel feature license.
- B. Contact salesforceto have Omni channel enabled.
- C. Assign users to Omni channel permissions.
- D. Enable Omni channel in setup.
Answer: D
NEW QUESTION 137
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, feedback, publish, approve, consume
- B. Create, publish, feedback, approve, consume
- C. Create, consume, feedback, approve, publish
- D. Create, approve,publish, consume, feedback
Answer: D
NEW QUESTION 138
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