[Dec 02, 2021] ADM-261 Exam Dumps 100% Same Q&A In Your Real Exam
ADM-261 Test Engine Dumps Training With 349 Questions
NEW QUESTION 200
Which feature should a consultantconfigure to allow global service reps to call customers from within the lightning service console?
- A. Open CTI
- B. Macros
- C. Lightning dialer
- D. Local presence
Answer: C
NEW QUESTION 201
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Average Call Handle Time
- B. Cases by Support Channels
- C. Number of Portal Logins per Day
- D. Escalated Calls
- E. Knowledge Article Usage
Answer: B,C,E
NEW QUESTION 202
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?
- A. Process Builder
- B. Salesforce Console for Service
- C. Visualforce custom page
- D. Auto launch flow
Answer: B
NEW QUESTION 203
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Mass email
- C. Salesforce Chat
- D. Public groups
Answer: A,C
NEW QUESTION 204
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Use Data Loader to delete the corrupt data.
- B. Manually update the corrupt data to correct it.
- C. Log a Data Recovery case with Salesforce Support.
- D. Restore the data using the available backup.
Answer: C
NEW QUESTION 205
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 Customer Communities with Content.
- C. Implement Customer Communities with Knowledge.
- D. Implement Partner Communities with Knowledge.
Answer: C
NEW QUESTION 206
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a recordActivity Feed list
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: A
NEW QUESTION 207
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To mate calls to different agents
- C. To report thecaller's background information
- D. To use speech recognition to direct calls
Answer: A
NEW QUESTION 208
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Chat log history
- B. Entitlements
- C. Workflow Management (WFM)
- D. Interactive Voice Response (IVR)
- E. Automatic Call Distributor (ACD)
Answer: C,E
NEW QUESTION 209
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Total number ofcases by origin
- B. Average number of activities per case
- C. Average number of articles attached to a case
- D. Average customer satisfaction score by case
Answer: B,C
NEW QUESTION 210
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set up the article actions and assign publishers to each action
- B. Set up a zip file that contains theCSV, HTML, and image files.
- C. Create the data categories and set up the data category values.
- D. Create the custom fields for the slide type
- E. Set the publication status of the article tame to draft status
Answer: A,B,C
NEW QUESTION 211
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 212
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION 213
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Chatter
- B. Quick Text
- C. Omni-Channel
- D. Publisher Actions
- E. Macros
Answer: B,D,E
NEW QUESTION 214
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case dashboards
- C. Case custom reports
- D. Case assignment rules
Answer: A,D
NEW QUESTION 215
Universal Containersrequires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Case teams
- B. Auto-response rules
- C. Workflow rules
- D. Escalation rules
Answer: A,C
NEW QUESTION 216
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 217
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Average handle time
- C. First contact resolution
- D. Escalation rate
Answer: B,C
NEW QUESTION 218
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Assign users to a call center
- B. Configure IVR auto response
- C. Configure call center definition
- D. Deploy Call Center Directory
- E. Install CTI adapter using open CTI
Answer: A,C,E
NEW QUESTION 219
......
ADM-261 Practice Test Pdf Exam Material: https://www.dumpexams.com/ADM-261-real-answers.html
ADM-261 Questions Pass on Your First Attempt Dumps for Service Cloud Consultant Certified: https://drive.google.com/open?id=1Sitb1IJuH4vKYMwyIZBFjWQGupSdjHOd