Salesforce ADM-261 Practice Verified Answers - Pass Your Exams For Sure! [2021]
Valid Way To Pass Service Cloud Consultant's ADM-261 Exam
NEW QUESTION 26
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Partial sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Developer Pro sandbox for the DR exercise
Answer: A
NEW QUESTION 27
UC is concerned with systemperformance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact view page load time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 28
UC wants toimplement a Knowledge management process with the 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, multiple products, 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 center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Configure data category values for each product
- C. Define approval processes for each article type
- D. Configure article types for each kindof content
- E. Configure workflow rules for each data category
Answer: B,D,E
NEW QUESTION 29
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Average handle time
- C. First contact resolution
- D. Escalation rate
Answer: B,C
NEW QUESTION 30
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Create a related child case and assign the child case tothe product development team.
- D. Build a repository of Knowledge articles related to integration and share it with the customer.
Answer: B
NEW QUESTION 31
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Chatter group andinvite the customer to join with an external chatter user.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION 32
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Use suggested Knowledge articles
- B. Increase the Call-to-Order ratio
- C. Bypass entitlement verification
- D. Use integrated voice response
Answer: A,D
NEW QUESTION 33
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 34
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Web-to-Case with assignment rules
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Omni-Channel with prioritized queues
Answer: B
NEW QUESTION 35
Which configuration item must be created when implementing Lightning Knowledge?
- A. File Types
- B. Attachment Types
- C. Record Types
- D. Article Types
Answer: C
NEW QUESTION 36
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Total cases created
- B. # of articles per agent
- C. # of cases via email
- D. Most popular articles
Answer: A,D
NEW QUESTION 37
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. Abandon rate
- B. First call resolution
- C. Average handle time
- D. Average days to close
Answer: A,B
NEW QUESTION 38
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of outbound calls per day
- B. Number of lead referrals
- C. Number of attempts to contact
- D. Number of closed cases
Answer: A,C
NEW QUESTION 39
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. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. Enable the knowledge sidebar related list on the case page layout.
Answer: D
NEW QUESTION 40
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: C
NEW QUESTION 41
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Select best answers for questions.
- B. Escalate a question to a case
- C. Answers can be exposed to partner portal users
- D. Knowledge articles can be created from Answers
- E. External users can subscribe to Answers
Answer: A,B,D
NEW QUESTION 42
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Answer: A
NEW QUESTION 43
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION 44
Which method can be used to route cases from social channels?
- A. Enable Social Network Profile and add workflow rules to the contact object.
- B. use Twitter-to-case and add workflow rules to the case object.
- C. Enable Social Customer Service and addassignment rules to the case object.
- D. Enable Social Network Profile and add assignment rules to the case object.
Answer: C
NEW QUESTION 45
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Case AssignmentRules to use Queues.
Answer: C
NEW QUESTION 46
The Universal Containers sales team has been so successful insigning new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Ask sales reps to respond to support Cases.
- C. Add more supportphone lines.
- D. Limit Customers to 5 Cases per day.
Answer: A
NEW QUESTION 47
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case
- B. Email to care with Site
- C. On-demand email to case with sites
- D. Email to case with web to case
Answer: D
NEW QUESTION 48
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- D. Createan FAQ article type and configure the enable suggested articles option in support settings.
Answer: C
NEW QUESTION 49
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
- A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
NEW QUESTION 50
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
Answer: A
NEW QUESTION 51
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Salesforce ADM-261 Pre-Exam Practice Tests | GuideTorrent: https://www.guidetorrent.com/ADM-261-pdf-free-download.html
ADM-261 practice test questions, answers, explanations: https://drive.google.com/open?id=1X8qbma-wYYg45FgyEqTuosGbu735w-VM