[Sep 07, 2021] ADM-261 Dumps Full Questions - Exam Study Guide
Service Cloud Consultant Free Certification Exam Material from GuideTorrent with 349 Questions
NEW QUESTION 22
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Customize the Pre-chat form.
- C. Configure Lightning Guided Engagement.
- D. Configure a Live Chat Validation Rule.
Answer: B
NEW QUESTION 23
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide information planning planned maintenance
- B. To provide online security threat information
- C. To provide best practices for continuity plans
- D. To provide live and historical data on system performance
- E. To provide live support for system and data backup
Answer: A,B,D
NEW QUESTION 24
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. Last modified date and frequent search terms
- B. Original creation date and average rating of articles
- C. Original creation date and total number of article views
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 25
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Align agent performance goals with KPIs
- C. Hireadditional support agents
- D. Train support agents
Answer: B,D
NEW QUESTION 26
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to determine if a customer has escalated a case in the past
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to enforce service levels with the time-dependent processes
Answer: B,C
NEW QUESTION 27
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Average number of knowledge articles published
- B. Total number of solutions created by agent
- C. Number of total cases handled
- D. First contact resolution rate
Answer: C,D
NEW QUESTION 28
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 29
Which three processes are usescase for Visual Workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Cross-sell promotions for agents
- C. Field validation during case creation
- D. Caller verification and creation of a new case
- E. Decision-based troubleshooting for agents
Answer: B,D,E
NEW QUESTION 30
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Omni-Channel
- C. Page Layouts
- D. Record Types
- E. Article Types
Answer: A,B,D
NEW QUESTION 31
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Comments List View
- B. Global Search
- C. Comment Search Component
- D. Search Utility Component
Answer: B
NEW QUESTION 32
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Convert all images to .jpeg, as this is the only supported file type
- B. Ensure that each image does NOT exceed the maximum of 25 MB
- C. Include images in an .html file using the image tag and src attribute
- D. Upload the images into Salesforce prior to importing the articles
Answer: C
NEW QUESTION 33
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. Live Agent Queue-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Skills-based routing
Answer: A
NEW QUESTION 34
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 35
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Adds a related comment to the case
- B. Adds an activity or sends an email from the case record
- C. All of the above
- D. Reads the case
- E. Edits the case
Answer: E
NEW QUESTION 36
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. Process Builder Scheduled Actions
- B. Time-based Workflow Rules
- C. Scheduled Reports
- D. Milestone Actions
Answer: C
NEW QUESTION 37
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 38
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Enable Ideas in a Service Cloud portal.
- C. Create auto response templates for emails.
- D. Enable Knowledge in a Service Cloud portal.
Answer: C,D
NEW QUESTION 39
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. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and configure theenable suggested articles option in support settings.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION 40
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