Pass ADM-261 Exam in First Attempt Guaranteed 2021 Dumps!
ADM-261 Dumps Full Questions - Exam Study Guide
NEW QUESTION 12
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Validation rules
- C. Auto-response rules
- D. Workflow rules
Answer: D
NEW QUESTION 13
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Enable Omni Channel by clicking Settings in Setup
- B. Assign Users to Omni Channel permissions
- C. Assign Users to the Omni Channel Feature License
- D. Contact Salesforce to have Omni Channel enabled
Answer: A
NEW QUESTION 14
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
Answer: C
NEW QUESTION 15
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Configure Chatter for public access
- C. Utilize KCS to manage Knowledge
- D. Implement SOS for mobile experience
- E. Createa Customer Community
Answer: A,C,D
NEW QUESTION 16
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 17
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Live Agent
- C. Omni Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 18
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Employee Communities with Content.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Content.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION 19
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?
- A. Customize the pre-chat form.
- B. Customize the lightning console that page.
- C. Configure lightning guided engagement.
- D. Configure a chat validation rule.
Answer: A
NEW QUESTION 20
What is a benefit of a customercommunity? Choose 2 answers.
- A. Enables customers to log inquires without contacting an agent
- B. Reduces incoming call volume
- C. Eliminates the need to track service level agreements
- D. Eliminates the need for support agents
Answer: A,B
NEW QUESTION 21
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. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- B. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: B
NEW QUESTION 22
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 23
The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. CaseAuto -Response Rules
- B. Visual Workflow
- C. Case Assignment Rules
- D. Omni -Channel
Answer: D
NEW QUESTION 24
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 25
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based profiles to the associated product data category value
Answer: C
NEW QUESTION 26
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. Email-to-Case
- C. Case submitted using chat
- D. On-demand Email-to-Case
Answer: D
NEW QUESTION 27
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: B
NEW QUESTION 28
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 29
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A knowledge management system
- B. An enterprise resource planning system
- C. A workforce management system
- D. A third -party mobile application platform
Answer: B
NEW QUESTION 30
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. Enable the case survey object for the customer portal
- B. Modify the user interface settings for the case survey sidebar
- C. Create a validation rule for case survey email templates
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION 31
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Performance for high volume of interactions
- B. Strategies to maximize call deflection
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: A,D
NEW QUESTION 32
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