[Dec-2021] ADM-261 Dumps Full Questions - Service Cloud Consultant Exam Study Guide
Exam Questions and Answers for ADM-261 Study Guide
NEW QUESTION 151
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 Categoriesand Article Actions
- B. Service Console Knowledge Components
- C. Data Categories and Article Types
- D. Service Console Profile Assignments
Answer: B,C
NEW QUESTION 152
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Quality monitoring score
- B. Schedule adherence
- C. Agent utilization
- D. Number of calls offered
Answer: B,C
NEW QUESTION 153
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 154
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Configure Service Contracts.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION 155
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Communities
- B. Macros
- C. Chatter Questions
- D. Field Service
- E. Public Knowledge
Answer: A,C,E
NEW QUESTION 156
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Window Title
- B. Chat Character Limit
- C. Chat Visitor Browser
- D. Idle Connection Timeout
Answer: C,D
NEW QUESTION 157
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 view on the Case tab.
- D. Create a custom report.
Answer: B
NEW QUESTION 158
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Upload the images into Salesforce prior to importing the articles
- C. Convert all images to .jpeg, as this is the only supported file type
- D. Ensure that each image does NOT exceed the maximum of 25 MB
Answer: A
NEW QUESTION 159
When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.
- A. Data Normalization
- B. Data Cleansing
- C. Data mapping
- D. Activate data validation rules
Answer: B,C
NEW QUESTION 160
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Insert a reference Thread ID in the email subject template
- B. Use Omni-Channel to automatically route inbound email
- C. Assign a user to manually manage incoming email
- D. Convert to an On-Demand Email-to-Case setup
Answer: A
NEW QUESTION 161
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Auto-response rules
- B. Assignment rules
- C. Workflow rules
- D. Validation rules
Answer: C
NEW QUESTION 162
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Contact salesforceto have Omni channel enabled.
- B. Assign users to the Omni channel feature license.
- C. Assign users to Omni channel permissions.
- D. Enable Omni channel in setup.
Answer: D
NEW QUESTION 163
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Enable social profile and add assignment rules to the case object
- D. Enable social profile andadd workflow rules to the contact object
Answer: C
NEW QUESTION 164
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. An AppExchange Solution
- B. Customer Community
- C. Lightning Service Console
- D. Field Service Lightning
Answer: D
NEW QUESTION 165
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 with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Knowledge search query with no results.
Answer: B,D
NEW QUESTION 166
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 167
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers alsoneed the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Visualforce and Self-Service Portal
- B. Force.com Sites withKnowledge and Web-to-Case
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 168
The contact center at universalcontainers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Service cloud console
- B. Customer community
- C. Automatic call distribution
- D. Knowledge base
Answer: B,D
NEW QUESTION 169
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 170
......
Service Cloud Administration Free Update With 100% Exam Passing Guarantee: https://www.freepdfdump.top/ADM-261-valid-torrent.html
Real Exam Questions & Answers - Salesforce ADM-261 Dump is Ready: https://drive.google.com/open?id=1Xk4328lqJzRQUTwNpc7xZ_xsXjjD0zur
