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Salesforce ADM-261 exam certification is highly valued in the industry and is recognized by employers worldwide. Holding this certification demonstrates that the candidate has the skills and knowledge required to effectively manage and administer the Service Cloud platform in Salesforce. Moreover, this certification opens up new career opportunities for professionals in the fields of customer service, help desk management and customer relationship management.
NEW QUESTION # 137
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Disable the Interactive Voice Response (IVR) system.
- B. Monitor service level agreements (SLAs) and notify customers.
- C. Deliver training on case handling for contingentstaff.
- D. Update the case status field values.
- E. Route cases to agents in an alternate center.
Answer: B,C,E
NEW QUESTION # 138
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Order ManagementSystem
- B. Computer Telephony Integration
- C. Interactive Voice Response
- D. Automatic Call Distribution
Answer: C
NEW QUESTION # 139
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using portal
- B. Average call handle time by team
- C. Number of IVR inquiries without agent involvement
- D. Number of cases closed by a self-service user
Answer: A,D
NEW QUESTION # 140
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Provide a timeline that addresses all the requirements.
- B. Identify the requirements needed for initial GoLive.
- C. Organize the requirements from largest to smallest.
- D. Prioritize the requirements based on who submitted them.
Answer: B
NEW QUESTION # 141
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button to articles.
- B. Add the Submit Feedback buttonon the Solutions tab.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Require agents to create Knowledge articles when opening a case.
Answer: C
NEW QUESTION # 142
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is escalated this user is listed in the case history
- B. When a case is automatically assigned using assignment rules this user is listed in the case history
- C. When a case is created via Web-To-Case this user is listed in the case history
- D. When an emailnotification is triggered via workflow this user is listed in the case history
- E. When a case iscreated via Email-To-Case this user is assigned as the case owner
Answer: A,B,C
NEW QUESTION # 143
Which three processes are usescase for Visual Workflow? Choose 3 answers
- A. Field validation during case creation
- B. Cross-sell promotions for agents
- C. Assignment of email to a case queue based on subject
- D. Decision-based troubleshooting for agents
- E. Caller verification and creation of a new case
Answer: B,D,E
NEW QUESTION # 144
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access based on criteria of the article.
- B. Create separate data category groups for each division and assign the category to a division profile.
- C. Create a single data category group for each division and provide access using the role hierarchy.
- D. Create a sharing rule for each division to provide access using the role hierarchy.
Answer: C
NEW QUESTION # 145
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific article actions to each team.
- D. Assign article managers to public groups and specific article actions to each group.
Answer: D
NEW QUESTION # 146
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 a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION # 147
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Publish a Managed Package
- B. Use a Change Set
- C. Manually re-create the Permission Sets
- D. Create an Unmanaged Package
Answer: B
NEW QUESTION # 148
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. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION # 149
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Partial sandbox for the DR exercise
- B. Use a Full copy sandbox for the DR exercise
- C. Use a Developer Pro sandbox for the DR exercise
- D. Allow the exercise to be done in a Production instance
Answer: B
NEW QUESTION # 150
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create two data categories to display information (Question/Answer, Product Info).
- B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- C. Create three article types for each product area (Personal Banking, Mortgage, CD).
- D. Create two articletypes to display information (Question/Answer, Product Info).
Answer: B,D
NEW QUESTION # 151
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles during a call for a support agent
- B. Suggest articles for a web-to-case question
- C. Suggest articles for an email-to-case question
- D. Recommend articles prior to a Live Agent session
Answer: B,D
NEW QUESTION # 152
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure data category values for each product
- B. Configure workflow rules for each data category
- C. Configure article types for each kind of content
- D. Define approval processes for each product
- E. Define approval processes for eacharticle type
Answer: A,B,C
NEW QUESTION # 153
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of solutions created by agent
- B. Number of articles created by agent
- C. Number of articles attached to a case
- D. Numberof cases escalated by agent
Answer: B,C
NEW QUESTION # 154
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Enable templates for written responses.
- B. Improve the agent interface.
- C. Employ surveys to confirm customer satisfaction.
- D. Increase the number of agents.
Answer: A,C
NEW QUESTION # 155
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Provide a macro that will automatically create the activities when executed.
- C. Addan object-specific custom quick action to create new activities.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION # 156
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Send email notifications toall Customers to join the Community.
- B. Have agents manually create Users when Community access is requested by Customers.
- C. Have agents provide Customers with Community registration instructions when working a case.
- D. Identify active Customers and send them registration instructions via email.
Answer: C,D
NEW QUESTION # 157
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?
- A. Salesforce console
- B. Case assignment
- C. Entitlements and milestones
- D. Case escalation
Answer: C
NEW QUESTION # 158
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create a single CSV file, including all article types
- B. Load all articles with the Apex data loader tool
- C. Create HTML files referencing image to be uploaded
- D. Create multiple CSV files, one for each article type
- E. Match each new article to an existing article type
Answer: C,D,E
NEW QUESTION # 159
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Knowledge in a Service Cloud portal.
- B. Enable Chatter for agent collaboration.
- C. Create auto response templates for emails.
- D. Enable Ideas in a Service Cloud portal.
Answer: A,C
NEW QUESTION # 160
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