[2021] Pass ADM-261 Exam - Real Questions & Answers [Q174-Q197]

[2021] Pass ADM-261 Exam - Real Questions & Answers

ADM-261 Exam Questions Get Updated [2021] with Correct Answers

NEW QUESTION 174
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

• A. Field Service Lightning
• B. Salesforce Knowledge
• C. Customer Community
• D. SOS Video Chat

Answer: D

 

NEW QUESTION 175
Which solution should a consultant recommend?

• A. Enable the knowledge sidebar setting in the case support settings.
• B. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• C. Enable the knowledge sidebar related list on the case page layout.
• D. Create a visualforce page called knowledge sidebar on the case page layout.
• E. 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.

Answer: B

 

NEW QUESTION 176
For which purpose should a contact center use Visual Flow?

• A. To automatically assign cases to a specific queue based on the customer support level
• B. To escalate to the support manager if it has been open for more than 72hours
• C. To automate business processes for agents who troubleshoot customer support issues via phone
• D. To assign follow-up tasks to an agent one week after a case is closed.

Answer: C

 

NEW QUESTION 177
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?

• A. Create case page layouts for each interaction channel and assign them to different agent profiles.
• B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
• C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
• D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Answer: D

 

NEW QUESTION 178
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

• A. Interactive Voice Response
• B. Computer Telephone Integration
• C. Social Customer Service
• D. Live Agent

Answer: C,D

 

NEW QUESTION 179
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Kanban
• B. Force.com IDE
• C. Agile
• D. Waterfall

Answer: C

 

NEW QUESTION 180
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?

• A. Salesforce console
• B. Entitlements and milestones
• C. Case assignment
• D. Case escalation

Answer: B

 

NEW QUESTION 181
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

• A. Knowledge search query with no results.
• B. Knowledge articles with the lowest rating.
• C. Knowledge articles created by call center agents.
• D. Number of knowledge articles in each data category.

Answer: A,B

 

NEW QUESTION 182
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

• A. On-Demand Email-to-Case
• B. Standard Email-to-Case
• C. Web-to-Case forms
• D. Omni-Channel routing

Answer: B

 

NEW QUESTION 183
Universal Container's customers like speaking to a live support agent on complex product issues. Thiscauses a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Embedded Chat Window
• B. Social Customer Service
• C. Open CT1
• D. Contact Requests

Answer: A

 

NEW QUESTION 184
When a Self Service Portal User adds a Case Comment the following actions take place:

• A. A Workflow rules is activated
• B. None of the above
• C. An email is automatically sent to the case owner
• D. AnAssignment Rule is Activated

Answer: C

 

NEW QUESTION 185
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

• A. Service level agreement
• B. Customer satisfaction survey
• C. Average handle time
• D. First call resolution

Answer: B,D

 

NEW QUESTION 186
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

• A. Assign users to a Public Group with access to the service console app.
• B. Assign users the Service User license on their User record.
• C. Assign users to a Permission Set granting the Service User license.
• D. Assign users to a Permission Set with access to the service console app.

Answer: B,D

 

NEW QUESTION 187
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 roles to the associated product data category value
• B. Assign team-based profiles to the associated product article types
• C. Assign team-based profiles to the associated product data category value
• D. Assign team-based roles to theassociated product article types

Answer: A

 

NEW QUESTION 188
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

• A. Field Service Lightning
• B. Service Cloud SOS
• C. Salesforce Knowledgebase
• D. Chatter Groups

Answer: A,B

 

NEW QUESTION 189
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

• A. Display articles with HTML, images, and links.
• B. Display articles in a public knowledge base.
• C. Display articles in Salesforce Answers.
• D. Publish articles to the Web using Salesforce Publisher.

Answer: A,B

 

NEW QUESTION 190
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A. Send email notifications toall Customers to join the Community.
• B. Have agents manually create Users when Community access is requested by Customers.
• C. Identify active Customers and send them registration instructions via email.
• D. Have agents provide Customers with Community registration instructions when working a case.

Answer: C,D

 

NEW QUESTION 191
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 agent ratings on articles
• B. Report on the articles followed in Chatter
• C. Report on agent feedback on articles
• D. Report on the articles attached to cases

Answer: A,D

 

NEW QUESTION 192
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

• A. Enterprise Resource Planning (ERP)
• B. Order Fulfillment
• C. Telephony
• D. Marketing

Answer: B

 

NEW QUESTION 193
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 article actions to each group.
• B. Assign article managers to public groups and specific publication states to each group.
• C. Assign article managers to publication teams and specific publication states to each team.
• D. Assign article managers to publication teams and specific article actions to each team.

Answer: A

 

NEW QUESTION 194
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A. Set up analytical snapshots to capture key case information and create historical trending reports.
• B. Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.
• C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
• D. Set up a Salesforce Customer Community that will allow customers to create casesonline.

Answer: C,D

 

NEW QUESTION 195
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A. Deploy in phases using countries as pilots
• B. Deploy based on the numberof trainers available
• C. Migrate case data and deploy to all users at office
• D. Migrate agents to Force.com Connect Offline during deployment

Answer: A

 

NEW QUESTION 196
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

• A. Lightning Knowledge
• B. Macros
• C. Visual Workflow
• D. Process Builder

Answer: D

 

NEW QUESTION 197
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