[Jan 19, 2022] ADM-261 Exam Dumps - Try Best ADM-261 Exam Questions - Prep4sures
Verified ADM-261 exam dumps Q&As with Correct 349 Questions and Answers
NEW QUESTION 91
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Alert
- B. Email Template
- C. Email Relay
- D. Assignment Rule
- E. Workfl
Answer: A,B,E
NEW QUESTION 92
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?
- A. Employee Community
- B. Partner Community
- C. Customer Community
- D. Sites
Answer: C
NEW QUESTION 93
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Permission must be granted to users.
- B. The Run Macros Action must be on the page layout.
- C. The Macros widget or utility must be added to the console.
- D. Users must use Lightning Experience.
- E. Publisher Actions used in the macros must be on the page layout.
Answer: A,D,E
NEW QUESTION 94
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Upload the files as documents, then relate them to the migrated articles.
- B. Use the files related list on each article to add files to your articles.
- C. Use the lightning knowledge migration tool and choose "include files".
- D. Post thefiles to the chatter feed on each article.
Answer: B
NEW QUESTION 95
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific publication states to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Answer: C
NEW QUESTION 96
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 97
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Customize the pre-chat form.
- C. Configure a chat validation rule.
- D. Configure lightning guided engagement.
Answer: B
NEW QUESTION 98
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of articles created by agent
- C. Number of cases escalated by agent
- D. Number of solutions created by agent
Answer: A,B
NEW QUESTION 99
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 report.
- B. Create a custom related list on the case.
- C. Create a custom view on the Case tab.
- D. Create a custom Visualforce page.
Answer: D
NEW QUESTION 100
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users have access to the Live Agent public group.
- C. Verify that users are assigned the Live Agent user profile.
- D. Verify that users are assigned the Live Agent feature license.
Answer: C
NEW QUESTION 101
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom indexes
- B. Custom search
- C. Tiered data strategy
- D. Record types
- E. Divisions
Answer: A,C,E
NEW QUESTION 102
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To report thecaller's background information
- C. To receive multiple calls at one time
- D. To mate calls to different agents
Answer: C
NEW QUESTION 103
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Upsell percentage
- B. First call resolution
- C. Customer retention
- D. Average handle time
Answer: B,D
NEW QUESTION 104
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Set up Milestones.
- B. Configure Service Contracts.
- C. Enable Work Orders.
- D. Create an Entitlement Process.
Answer: A,D
NEW QUESTION 105
UC'ssupport team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: B
NEW QUESTION 106
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Post report information on Chatter.
- D. Update case data for a customer.
Answer: A,B
NEW QUESTION 107
Using Import Wizard, how many Asset records can you import at a time?
- A. 0
- B. 100,000
- C. You cannot import Assets via Import Wizard
- D. 50,000
- E. 1
Answer: C
NEW QUESTION 108
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the left sidebar of Salesforce Classic
- C. Onthe footer of the Lightning Console
- D. On a new tab in the agent's browser
Answer: B,C
NEW QUESTION 109
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Deliver training on case handling for contingentstaff.
- B. Update the case status field values.
- C. Route cases to agents in an alternate center.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: A,C,E
NEW QUESTION 110
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlement contacts related list to account records
- B. Add the entitlements related list to contact records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
Answer: B
NEW QUESTION 111
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 role for each 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 profile foreach channel grouping.
Answer: B
NEW QUESTION 112
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