2021 ExamPrepAway Salesforce ADM-261 Dumps and Exam Test Engine
Salesforce ADM-261 DUMPS WITH REAL EXAM QUESTIONS
NEW QUESTION 134
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Set up an intuitive Data Category hierarchy
Answer: B,D
NEW QUESTION 135
UC 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. Force.com migration tool, Force.com IDE, and change sets
- B. Visual Workflow, data loader, and Force.com IDE
- C. Data loader, change sets, and Force.com Excel Connector
- D. Mass Transfer Records, change sets, and Force.com migration tool
Answer: A
NEW QUESTION 136
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Knowledge articles attached to the case
- B. Products and assets associated to the case
- C. Contract details related to the entitlement
- D. Articles appearing in the Knowledge sidebar
Answer: A
NEW QUESTION 137
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Field Service
- B. Contact Request
- C. Mobile Connect
- D. omni Channel
Answer: A
NEW QUESTION 138
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent user profile.
- B. Verify that users have access to the Live Agent public group.
- C. Verify that users are assigned the Live Agent feature license.
- D. verify that users have access to the Live Agent chat buttons.
Answer: A
NEW QUESTION 139
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Average Handle Time
- B. Time to Answer
- C. First Call Resolution
- D. Service-Level Agreements
Answer: A,C
NEW QUESTION 140
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queuewhen specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use a workflow rule with an action
- C. Use a case assignmentrule
- D. Use an Apex trigger
Answer: B
NEW QUESTION 141
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced support channels
- B. Increased call routing accuracy
- C. Optimized use of resources
- D. Increased call deflection
- E. Reduced issueresolution time
Answer: A,C,E
NEW QUESTION 142
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Build an adapter using the telephony vendor's toolkit.
- B. Move to a cloud -based telephony system.
- C. Implement an adapter using the Telephony API.
- D. Implement an adapter built on Open CTI.
Answer: D
NEW QUESTION 143
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as MostAvailable.
Answer: D
NEW QUESTION 144
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options
- A. Supervisors to investigate those cases
- B. Identify those cases and assign to the closure team
- C. Use escalation rule to send an email
- D. Use auto response rule to send an email
Answer: A,B
NEW QUESTION 145
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles submitted for approval.
- B. Create a dashboard that includes articles submitted by agents and approved for publication.
- C. Measure and reward agents based on the number of new articles approved for publication.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,B
NEW QUESTION 146
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. Create Salesforce Classic Quick Action
- B. Add aVisualforce page to the Case layout
- C. Configure Case Feed page layouts
- D. Configure the Case highlights panel
Answer: C
NEW QUESTION 147
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use anassignment rule to assign new cases to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use Chatter case feed and case teams to monitor cases
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION 148
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Predictive dialer for outbound calls
- B. Mobile access to case information
- C. Visibility into service entitlements
- D. Chatter groups forcustomer
Answer: B,C
NEW QUESTION 149
Whatcan universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Offer supports through Facebook and twitter.
- B. Streamline the agent interface.
- C. Enable templates for written responses.
- D. Implement teamproductivity dashboards.
Answer: B,C
NEW QUESTION 150
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Optimize the customer community for mobile devices to have access to the same support as desktops.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: C,D,E
NEW QUESTION 151
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 multiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create case page layouts for each interaction channel and assign them to different agent profiles.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: C
NEW QUESTION 152
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. All of the above
- B. If the OWD for sharing cases is Public Read/Write/Transfer
- C. They are higher in the Role Hierarchy than a Queue Member
- D. They are members of that Queue
- E. They have a Contact Manager Profile
Answer: C,D
NEW QUESTION 153
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based roles to restrict access by mapping article types
- B. Create geography-based roles to restrict access using data categories
- C. Create geography-based profiles to restrict access by mappingarticle types
- D. Create geography-based profiles to restrict access using data categories
Answer: B
NEW QUESTION 154
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