[Feb 08, 2023] Valid ADM-261 Test Answers & Salesforce ADM-261 Exam PDF
Realistic ADM-261 Exam Dumps with Accurate & Updated Questions
NEW QUESTION 57
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Modify the user interface settings for the case survey sidebar
- C. Create a validation rule for case survey email templates
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION 58
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Customer Community
- B. SOS Video Chat
- C. Field Service Lightning
- D. Salesforce Knowledge
Answer: B
NEW QUESTION 59
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom related list on the case.
- B. Create a custom Visualforce page.
- C. Create a custom report.
- D. Create a custom view on the Case tab.
Answer: B
NEW QUESTION 60
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. One .csv import file is uploaded for all article types
- C. Each article must be associated to an article type
- D. A separate .csv import file is uploaded for each article type
- E. A separate .csv import file is uploaded for each data category
Answer: A,C,D
NEW QUESTION 61
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Types
- B. Service Console Knowledge Components
- C. Data Categories and Article Actions
- D. Service Console Profile Assignments
Answer: A,B
NEW QUESTION 62
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION 63
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 64
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. Create a central "Contact Us" page which provides access to all available channels.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Optimize the customer community for mobile devices to have access to the same support as desktops.
Answer: C,D,E
NEW QUESTION 65
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case list view that is filtered by My Case Teams.
- B. Create a case queue for all created or updated cases.
- C. Create an email alert notification for Case Teams.
- D. Create a case report that displays all created or updated cases.
Answer: B,C
NEW QUESTION 66
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. Implement an adapter using the Telephony API.
- B. Implement an adapter built on Open CTI.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Move to a cloud -based telephony system.
Answer: B
NEW QUESTION 67
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. Onthe footer of the Lightning Console
- B. On the Highlights Panel of a Primary tab
- C. On a new tab in the agent's browser
- D. On the left sidebar of Salesforce Classic
Answer: A,D
NEW QUESTION 68
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case lifecycle report type.
- C. Create a report using the case age report type.
- D. Create a report usingthe case historical trending report type.
Answer: B
NEW QUESTION 69
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Configure a Visual Flow Troubleshooting Action
- B. Implement Lightning Guided Engagement
- C. Enable Omni-Channel Case assignment
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: A,B
NEW QUESTION 70
The Support Manager atUniversal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a case assignment rule to ensure cases are owned by a user when closed.
- B. Create a Process Builder and Flow to change the owner onclosed cases.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a case validation rule to ensure cases are owned by a user when closed.
Answer: A,C
NEW QUESTION 71
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. Create a publisher profile that includes create access on the FAQ article type.
- B. Set the organization-wide default to private and create sharing rules for the FAQ articletype
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Hide the Article Management tab for users who should have read-only access to articles.
Answer: A,C
NEW QUESTION 72
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 using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION 73
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Build a dashboard to display individual performance by agent versus the team goal
- B. Review case history and activities for Agents B and C
- C. Lower the target for entire team to that of Agent A
- D. Update case assignment rules to route more cases to Agent A
- E. Document and share the practices of Agent A with the team via knowledge articles
Answer: A,B,E
NEW QUESTION 74
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 Developer Pro sandbox for the DR exercise
- B. Allow the exercise to be done in a Production instance
- C. Use a Partial sandbox for the DR exercise
- D. Use a Full copy sandbox for the DR exercise
Answer: D
NEW QUESTION 75
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. Chatter groups forcustomer
- C. Visibility into service entitlements
- D. Mobile access to case information
Answer: C,D
NEW QUESTION 76
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. Knowledge Article Usage
- B. Escalated Calls
- C. Average Call Handle Time
- D. Cases by Support Channels
- E. Number of Portal Logins per Day
Answer: A,D,E
NEW QUESTION 77
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. Omni-Channel
- B. Chatter
- C. Quick Text
- D. Macros
- E. Publisher Actions
Answer: C,D,E
NEW QUESTION 78
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. Live Agent Queue-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Skills-based routing
Answer: A
NEW QUESTION 79
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs with Case Subtabs
- B. Case tabs with Account subtabs
- C. Account tabs and Cases tab
- D. Account tab with Cases related list
Answer: D
NEW QUESTION 80
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge articles created by call center agents.
- C. Knowledge articles with the lowest rating.
- D. Knowledge search query with no results.
Answer: C,D
NEW QUESTION 81
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Require agents to check a box on case when submitting a new suggested article
- B. Measure & reward agents based on the # of new articles approved for publication
- C. Create a dashboard for articlessubmitted by agents & approved for publication
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: C,D
NEW QUESTION 82
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