Latest Dec 08, 2021 Real ADM-261 Exam Dumps Questions Valid ADM-261 Dumps PDF
Salesforce ADM-261 Exam Dumps - PDF Questions and Testing Engine
NEW QUESTION 88
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 89
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Service Level Agreement
- B. customer satisfaction Survey
- C. Customer Purchase History
- D. Customer SupportRequests
- E. Net promoter Score
Answer: B,C,E
NEW QUESTION 90
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Add the fields to the page layout and add the fields to the highlights panel.
- B. Remove these fields from the page layout and add the components to the highlights panel.
- C. Remove these fields from the page layout and add the fields to the highlights panel
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: A
NEW QUESTION 91
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Configure a Visual Flow Troubleshooting Action
- C. Enable Omni-Channel Case assignment
- D. Implement Lightning Guided Engagement
Answer: B,D
NEW QUESTION 92
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Escalate a question to a case
- B. Answers can be exposed to partner portal users
- C. External users can subscribe to Answers
- D. Select best answers for questions.
- E. Knowledge articles can be created from Answers
Answer: A,D,E
NEW QUESTION 93
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Data loader, change sets, and Force.com Excel Connector
- C. Mass Transfer Records,change sets, and Visual Studio Code
- D. Visual Studio Code and change sets
Answer: D
NEW QUESTION 94
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Least Active Routing
- B. Configure Live Agent Skills-based Routing
- C. Configure Case Assignment Rules
- D. Configure Omni-Channel withMost Available Routing
Answer: D
NEW QUESTION 95
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. Both Service Reps can chat with the customer
- B. The Customer doesn't know they were transferred
- C. The Customer is shown the new Rep's name
- D. The chat transcripts and case are transferred
Answer: C,D
NEW QUESTION 96
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- C. Create a bucket field on a report to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: B
NEW QUESTION 97
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION 98
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Assets
- C. Cases
- D. Service contracts
Answer: D
NEW QUESTION 99
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. Customer retention
- B. Average handle time
- C. Upsell percentage
- D. First call resolution
Answer: B,D
NEW QUESTION 100
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. You cannot import Assets via Import Wizard
- C. 0
- D. 100,000
- E. 1
Answer: B
NEW QUESTION 101
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification of the production migration checklist
- B. Approval of test scripts from the business lead
- C. Verification that sample data has been loaded
- D. Fund customer approval on training materials
Answer: B,C
NEW QUESTION 102
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. Email-to-Case
- C. On-Demand Email-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION 103
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. Plan, Prepare, Test, Execute, Validate
- B. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Prepare, Plan, Validate, Execute, Test
Answer: C
NEW QUESTION 104
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use escalation rules to assign the case to a case queue
- B. Use assignment rules to assign the case to a case queue
- C. Use workflow rules to send an email to the customer
- D. Use auto-response rules to send an email to the customer
Answer: C
NEW QUESTION 105
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?
- A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- B. Enable the "Access Recent Items" user permission on the user profiles.
- C. Enable the "History" component within the Salesforce Console for Service.
- D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
Answer: C
NEW QUESTION 106
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 best solution?
- A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
Answer: C
NEW QUESTION 107
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Rename the Visualforce pageto "Lightning Knowledge"
- B. Remove Apex code references to the Article RecordType field.
- C. Remove Apex code references to the ArticleType field.
- D. Configure the Visualforce page to use the Lightning Design System.
Answer: A,D
NEW QUESTION 108
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays# of cases with articles attached during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: A,D
NEW QUESTION 109
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