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Service Cloud Consultant Dumps ADM-261 Exam for Full Questions - Exam Study Guide
NEW QUESTION 108
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reportingimplemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Assign a global team of experienced agents and leaders to create a common design template and report structure.
Answer: D
NEW QUESTION 109
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use escalation rules
- B. Use entitlements to define a process and milestones
- C. Use case teams to close
Answer: B
NEW QUESTION 110
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Configure the Case highlights panel
- B. Configure Case Feed page layouts
- C. Add aVisualforce page to the Case layout
- D. Create Salesforce Classic Quick Action
Answer: B
NEW QUESTION 111
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Answers can be exposed to partner portal users
- B. Select best answers for questions.
- C. Escalate a question to a case
- D. External users can subscribe to Answers
- E. Knowledge articles can be created from Answers
Answer: B,C,E
NEW QUESTION 112
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
- D. Developers can integrate with any telephony platform available with little to no need for customization.
Answer: A,B
NEW QUESTION 113
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Enable the Manage Articles permission for the publisher profile and assign it to users
- B. Hide the Article Management tab for users who should have read-only access to articles.
- C. Create a publisher profile that includes create access on the FAQ article type.
- D. Set the organization-wide default to private and create sharing rules for the FAQ articletype
Answer: A,C
NEW QUESTION 114
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRsare closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Relationship to the primary contact
- B. RMA and FSR escalation requirements
- C. Average incoming casevolume
- D. Case closure rules on the original case
- E. Visibility and access to the RMA and FSR records
Answer: B,D,E
NEW QUESTION 115
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. web-to-Case
- C. Email-to-Case
- D. An AppExchange package
Answer: A
NEW QUESTION 116
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. Publish articles to the Web using Salesforce Publisher.
- C. Display articles in a public knowledge base.
- D. Display articles in Salesforce Answers.
Answer: A,C
NEW QUESTION 117
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 118
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Bulk API to load the product bug data into Salesforce
- B. Use Web Services API tointegrate the external database with Salesforce
- C. Create a custom product bug object and import data into Salesforce
- D. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
Answer: B,D
NEW QUESTION 119
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Createan FAQ article type and configure the enable suggested articles option in support settings.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and enable the submit articles feature on the case close page layout.
Answer: D
NEW QUESTION 120
What is thecapability of case feed?
- A. Embed case feed functionality within a visual force page.
- B. Add custom visual force pages to the case feed page layout.
- C. Enable call control using the CTI case feed publisher.
- D. Switch from case feed to standard detail pages using a console component
Answer: A
NEW QUESTION 121
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 Studio Code and change sets
- B. Mass Transfer Records,change sets, and Visual Studio Code
- C. Visual Workflow, data loader, and Force.com IDE
- D. Data loader, change sets, and Force.com Excel Connector
Answer: A
NEW QUESTION 122
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define a custom field to identify the subject.
- B. Define topics for each knowledge article.
- C. Define article types with public sharing settings.
- D. Define datacategories with custom visibility.
Answer: A,C,D
NEW QUESTION 123
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. Install CTI adapter using open CTI
- B. Configure IVR auto response
- C. Configure call center definition
- D. Deploy Call Center Directory
- E. Assign users to a call center
Answer: A,C,E
NEW QUESTION 124
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Add additional components to the Lightning console.
- D. Ensure each laptop has a modern browser installed.
Answer: B,D
NEW QUESTION 125
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?
- A. Create a related child case and assign the child case tothe product development team.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Build a repository of Knowledge articles related to integration and share it with the customer.
- D. Enable Chatter case feed and add product development team members to the case team.
Answer: B
NEW QUESTION 126
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 case report with a custom summary formula to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- D. Create a bucket field on a report to calculate the percentage of escalated cases
Answer: A
NEW QUESTION 127
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure Lightning Guided Engagement.
- B. Configure a Live Chat Validation Rule.
- C. Customize the Lightning Console chat page.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION 128
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. Remove Apex code references to the ArticleType field.
- B. Configure the Visualforce page to use the Lightning Design System.
- C. Remove Apex code references to the Article RecordType field.
- D. Rename the Visualforce pageto "Lightning Knowledge"
Answer: B,D
NEW QUESTION 129
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION 130
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