[2022] Valid ADM-261 test answers & Salesforce ADM-261 exam pdf
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NEW QUESTION 206
Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How should the consultant recommend delivering a successful implementation?
- A. Deliver the entire project simultaneously so as to present UC with a completed solution.
- B. Generate continuous feedback from the project team, and adjust therequirements and deliverables accordingly.
- C. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Answer: B
NEW QUESTION 207
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Field Service Lightning
- C. Service Cloud SOS
- D. Salesforce Knowledgebase
Answer: B,C
NEW QUESTION 208
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. Require agents to check a box on the case when submitting a new suggested article.
- 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. Measure and reward agents based on the number of new articles submitted for approval.
Answer: B,D
NEW QUESTION 209
What are two benefits of deploying Knowledge in Customer Communities?
- A. Uncovers gap in the knowledge base
- B. Reducesincoming call volume
- C. Replaces the need for an email channel
- D. Eliminates tracking of customer entitlements
Answer: B,C
NEW QUESTION 210
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. On Demand Email to Case
- B. Email to Case
- C. Community
- D. Web to Case
Answer: B
NEW QUESTION 211
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. Allow agents to create Knowledge articles when closing a case.
- B. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback buttonon the Solutions tab.
- D. Add the Submit Feedback button to articles.
Answer: A
NEW QUESTION 212
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 using data categories
- D. Create geography-based profiles to restrict access by mappingarticle types
Answer: B
NEW QUESTION 213
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
- A. Enable the Service Cloud Console and Knowledge sidebar for agents.
- B. Create escalation rules to re-assign cases after SLAs have expired.
- C. Enable and use Chatter feed tracking onthe case object.
- D. Create case teams and introduce swarming to resolve cases.
Answer: C,D
NEW QUESTION 214
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. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION 215
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Order Fulfillment
- B. Telephony
- C. Marketing
- D. Enterprise Resource Planning (ERP)
Answer: A
NEW QUESTION 216
Universal Containers has Technical Support andgeneral Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Permission Set granting the Service User license.
- B. Assignusers to a Permission Set with access to the service console app.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Public Group with access to the service console app.
Answer: B,C
NEW QUESTION 217
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 IVR inquiries without agent involvement
- B. Average call handle time by team
- C. Number of cases created using portal
- D. Number of cases closed by a self-service user
Answer: C,D
NEW QUESTION 218
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Adds an activity or sends an email from the case record
- B. Adds a related comment to the case
- C. All of the above
- D. Edits the case
- E. Reads the case
Answer: D
NEW QUESTION 219
UC is concerned with systemperformance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact related list load time
- C. Contact view page load time
- D. Contact report run time
Answer: D
NEW QUESTION 220
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Lightning Knowledge
- B. Process Builder
- C. Visual Workflow
- D. Macros
Answer: B
NEW QUESTION 221
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed meeting the defined SLA
- B. Percent of cases closed on first contact
- C. Percent of cases closed with chatter posts
- D. Percent of cases closed with an attached article
Answer: A
NEW QUESTION 222
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts cases, users, contacts
- B. Accounts, contacts, cases, users
- C. Users, accounts, contacts, cases
- D. Users, contacts, accounts, cases
Answer: C
NEW QUESTION 223
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Standard for managing customer support and delivery
- C. Share knowledge with the business partners
- D. Method for social media management
Answer: A,C
NEW QUESTION 224
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: C
NEW QUESTION 225
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Update case data for a customer.
- B. Post report information on Chatter.
- C. Run and view Salesforce reports.
- D. Review existing cases for an account.
Answer: C,D
NEW QUESTION 226
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Whichtwo deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Mass Transfer Records
- B. Data Import Wizard
- C. Data Loader
- D. Change Sets
Answer: A,D
NEW QUESTION 227
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 228
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To mate calls to different agents
- C. To report thecaller's background information
- D. To receive multiple calls at one time
Answer: D
NEW QUESTION 229
The Universal Containers sales team has been so successful insigning new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Limit Customers to 5 Cases per day.
- B. Provide a self-help Customer Community.
- C. Add more supportphone lines.
- D. Ask sales reps to respond to support Cases.
Answer: B
NEW QUESTION 230
Which solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- D. Enable the knowledge sidebar setting in the case support settings.
- E. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
Answer: E
NEW QUESTION 231
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