Salesforce ADM-261 Dumps - 100% Cover Real Exam Questions (Updated 349 Questions)
Real ADM-261 dumps - Real Salesforce dumps PDF
NEW QUESTION 35
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the samereference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION 36
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. Average days to close
- C. Average handle time
- D. First call resolution
Answer: A,D
NEW QUESTION 37
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Create a Report of all active Entitlements grouped by Customers.
- C. Configure Success, Warning, and Violation Actions for Milestones.
- D. Configure Assignment Rules based on Case Priority.
Answer: A,D
NEW QUESTION 38
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Document the requirements gap and communicate development options to the project team
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- D. Add development resources to the project team to build out the additional requirements.
Answer: A
NEW QUESTION 39
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.
- A. Customer portalPartner portal
- B. Partner portal
- C. Self-service portal
- D. Force.com Web Services API
- E. Force.com Sites
Answer: D,E
NEW QUESTION 40
Which metric influences customer satisfaction? Choose 2 answers
- A. After call work
- B. Call quality
- C. Cost per call
- D. First call resolution
Answer: B,D
NEW QUESTION 41
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Access to Knowledge Articles
Answer: C,D
NEW QUESTION 42
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: B
NEW QUESTION 43
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Accounts cases, users, contacts
- C. Accounts, contacts, cases, users
- D. Users, accounts, contacts, cases
Answer: D
NEW QUESTION 44
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable article customization for open cases.
- E. Create an email template to send articles as PDF attachments.
Answer: A,C,E
NEW QUESTION 45
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Configure Lightning Guided Engagement.
- D. Configure a Live Chat Validation Rule.
Answer: A
NEW QUESTION 46
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Links the Chatter message to Twitter
- B. Indicates the name of a groupin which to place the Chatter message
- C. Ties the Chatter message to a topic
- D. Indicates a clickable URL hyperlink
Answer: C
NEW QUESTION 47
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. Configure Service Contracts.
- B. Create an Entitlement Process.
- C. Enable Work Orders.
- D. Set up Milestones.
Answer: B,D
NEW QUESTION 48
What is thecapability of case feed?
- A. Add custom visual force pages to the case feed page layout.
- B. Embed case feed functionality within a visual force page.
- C. Switch from case feed to standard detail pages using a console component
- D. Enable call control using the CTI case feed publisher.
Answer: B
NEW QUESTION 49
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. High priority cases opened by account month to date
- B. New cases opened by the account channel
- C. Time spent by account year to date
- D. Escalated cases by account month to date
Answer: A,D
NEW QUESTION 50
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Answer: B
NEW QUESTION 51
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