Get Real ADM-261 Exam Dumps [Apr-2023] Practice Tests
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NEW QUESTION 134
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Create a private Chatter group with customers and invite key individuals to join the group.
- C. Build a repository of Knowledge articles related to integration and share it with the customer.
- D. Create a related child case and assign the child case tothe product development team.
Answer: B
NEW QUESTION 135
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Customer Community
- C. Customer Community Plus
- D. Lightning External Apps Starter
Answer: B
NEW QUESTION 136
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Create an email template to send articles as PDF attachments.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Enable article customization for open cases.
- E. Enable suggested articles on new cases.
Answer: A,C,E
NEW QUESTION 137
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should aconsultant implement?
- A. Create a Process Builder with Scheduled Actions.
- B. Configure Case Escalation Rules.
- C. Define Case Auto-Response Rules.
- D. Establish Case Assignment Rules.
Answer: C
NEW QUESTION 138
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. Use escalation rule to send an email
- B. Use auto response rule to send an email
- C. Identify those cases and assign to the closure team
- D. Supervisors to investigate those cases
Answer: C,D
NEW QUESTION 139
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. Service Console Profile Assignments
- B. Service Console Knowledge Components
- C. Data Categories and Article Actions
- D. Data Categories and Article Types
Answer: B,D
NEW QUESTION 140
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Capture inappropriate word usage and generate reports
- B. Lower the average speed of answer (ASA)
- C. Teach new agents how to handle difficult situations
- D. Enforce a consistent standard of service for customer interaction
Answer: A,D
NEW QUESTION 141
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- C. Document the requirements gap and communicate development options to the project team
- D. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
Answer: C
NEW QUESTION 142
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. Workflow rules
- B. Auto-response rules
- C. Validation rules
- D. Assignment rules
Answer: A
NEW QUESTION 143
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. First Call Resolution
- B. Average Handle Time
- C. Service-Level Agreements
- D. Time to Answer
Answer: A,B
NEW QUESTION 144
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Template
- B. Email Alert
- C. Workfl
- D. Email Relay
- E. Assignment Rule
Answer: A,B,C
NEW QUESTION 145
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Telesales center
- B. Telemarketing center
- C. Information Technology (IT) help desk
- D. Human Resources (HR) help desk
Answer: C
NEW QUESTION 146
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It allows voicemails to be captured and stored as attachments on cases
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It utilizes the SoftPhone capability from within the Salesforce application
- D. It is an intermediary between a telephony system and a Salesforce CRM call center user
Answer: C,D
NEW QUESTION 147
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: A,C
NEW QUESTION 148
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Account team relationship to the primary contact
- C. Total number of account and contact records in the database
- D. Work order and customer contact escalation requirements
- E. Visibility and accessto the work order records
Answer: A,D,E
NEW QUESTION 149
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Server hardware infrastructure rebuilds
- B. System software restore after an outage
- C. Periodic maintenance windows
- D. Highly available telecom solution
Answer: C,D
NEW QUESTION 150
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Improve the training provided to existing agents
- B. Hire more agents for the contact centers
- C. Configure entitlements and milestones to enforce SLAs
- D. Track social sentiment across social media outlets
Answer: A,B
NEW QUESTION 151
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION 152
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of cases escalated
- B. Number of open cases per day
- C. Number of Closed caseson first call
- D. Number of new customers added
- E. Average Number of days to close cases
Answer: A,B,E
NEW QUESTION 153
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 validation rule to ensure cases are owned by a user when closed.
- B. Create a case assignment rule to ensure cases are owned by a user when closed.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a Process Builder and Flow to change the owner onclosed cases.
Answer: B,C
NEW QUESTION 154
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Cases report sorted by Rep and Case CreatedDate
- C. Omni-Channel Supervisor tab
- D. Omni-Channel Utility Component
Answer: C
NEW QUESTION 155
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Migrate case data and deploy to all users at office
- B. Deploy in phases using countries as pilots
- C. Deploy based on the numberof trainers available
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: B
NEW QUESTION 156
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Attachments
- C. Event
- D. Solution
Answer: B,C
NEW QUESTION 157
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Users, accounts, contacts, cases
- C. Accounts cases, users, contacts
- D. Accounts, contacts, cases, users
Answer: B
NEW QUESTION 158
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the suggested article widget to the case page layout.
- B. Add the knowledge tab to the console app.
- C. Create email templates with knowledge articles attached.
- D. Add the knowledge component to the service console.
Answer: D
NEW QUESTION 159
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