2021 ADM-261 dumps review - Professional Quiz Study Materials
ADM-261 Test Prep Training Practice Exam Questions Practice Tests
NEW QUESTION 89
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 90
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. Requires the use of Transport Layout Security (TLS)
- B. Accepts attachments from emails
- C. Handles more the 10,000 emails a day
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 91
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Lightning External Apps Starter
- C. Customer Community Plus
- D. Customer Community
Answer: D
NEW QUESTION 92
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Numberof cases escalated by agent
- D. Number of articles attached to a case
Answer: A,D
NEW QUESTION 93
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 separate data category groups for each division and assign the category to a division profile.
- 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 a sharing rule for each division to provide access based on criteria of the article.
Answer: C
NEW QUESTION 94
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Cost per call
- B. Opportunities per channel
- C. Number of leads created
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION 95
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Workflow rule
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION 96
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Reduces incoming call volume
- B. Eliminates tracking of customer entitlements
- C. Replaces the need for an email channel
- D. Uncovers gaps in the knowledge base
Answer: A,D
NEW QUESTION 97
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Require agents to create Knowledge articles when opening a case.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: C
NEW QUESTION 98
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Mass email
- C. Salesforce Chat
- D. Public groups
Answer: A,C
NEW QUESTION 99
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 a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
- B. Set up IVR with an automated response for customers affected by the recall to defect calls.
- C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
Answer: B
NEW QUESTION 100
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Solution
- B. Attachments
- C. Account
- D. Event
Answer: B,D
NEW QUESTION 101
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case historical trending reporttype.
- C. Create a report using the case age report type.
- D. Create a report using the case snapshot report type.
Answer: A
NEW QUESTION 102
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Classic Knowledge
- B. Lightning Knowledge
- C. Salesforce Content
- D. Salesforce Files
Answer: A
NEW QUESTION 103
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom related list on the case.
- B. Create a custom Visualforce page.
- C. Create a custom view on the Case tab.
- D. Create a custom report.
Answer: B
NEW QUESTION 104
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. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Set up an intuitive Data Category hierarchy
Answer: B,D
NEW QUESTION 105
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Create a Lightning Platform app for Facebook monitoring.
- B. Enable Salesforce social profile on contacts.
- C. Integrate Facebook to its existing Customer Community.
- D. Enable Social Customer Service.
Answer: B
NEW QUESTION 106
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Assign users to a call center
- B. Configure IVR auto response
- C. Configure call center definition
- D. Deploy Call Center Directory
- E. Install CTI adapter using open CTI
Answer: A,C,E
NEW QUESTION 107
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Global Actions need to be on the publisher layout.
- B. The specific Quick Action must be added to the Case record page.
- C. The specific Quick Action must be added to the Case Feed.
- D. Quick Actions must be enabled in the org.
Answer: B,C
NEW QUESTION 108
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION 109
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