2023 ADM-261 Question Bank: Free PDF Download Recently Updated Questions
ADM-261 Certification Exam Dumps with 350 Practice Test Questions
NEW QUESTION 165
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average handle time
- B. First contact resolution
- C. Escalation rate
- D. Average speed to answer
Answer: A,B
NEW QUESTION 166
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Workflow rule
- B. Validation rules on case process field
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION 167
Milestones can be added towhich three object types?
Choose 3 Answers
- A. Work order
- B. Entitlement
- C. Case
- D. Account
- E. Service
Answer: A,B,C
NEW QUESTION 168
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Types
- B. Record Types
- C. Approval Processes
- D. Support Processes
Answer: B,D
NEW QUESTION 169
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Whichthree configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Enable Live Agent in their community to chat with an agent.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Create a softphone layout and assign to user profiles.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,D,E
NEW QUESTION 170
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Event
- B. Solution
- C. Attachments
- D. Account
Answer: A,C
NEW QUESTION 171
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
- A. Configure Case Feed page layouts
- B. Add aVisualforce page to the Case layout
- C. Configure the Case highlights panel
- D. Create Salesforce Classic Quick Action
Answer: A
NEW QUESTION 172
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case AssignmentRules to use Queues.
- B. Configure Omni-Channel Routing Model as Most Available.
- C. Configure Omni-Channel Routing Model as Least Active.
- D. Configure Case Assignment Rules to use Users.
Answer: B
NEW QUESTION 173
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Removefilter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 174
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the SocialCustomer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Enable the Moderation feature to automatically create cases from posts.
- B. Create and assign permission sets to give agents social account access.
- C. Retrieve Social Studiocredentials.
- D. Select two Twitter or Facebook accounts.
Answer: A,B
NEW QUESTION 175
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates the name of a groupin which to place the Chatter message
- B. Links the Chatter message to Twitter
- C. Ties the Chatter message to a topic
- D. Indicates a clickable URL hyperlink
Answer: C
NEW QUESTION 176
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Visitor Browser
- B. Chat Window Title
- C. Chat Character Limit
- D. Idle Connection Timeout
Answer: A,D
NEW QUESTION 177
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report has a standard Report Type.
- C. The report chart is added to the Page Layout.
- D. The report contains a chart.
- E. The report is shared with a Chatter Group.
Answer: A,D
NEW QUESTION 178
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggestto meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Create a formula to build the macro logic around
- C. Add a formula block to the macro
- D. Add multiple ELSE IF blocks after the IF block
Answer: B,C
NEW QUESTION 179
Which configuration item must be created when implementing Lightning Knowledge?
- A. Attachment Types
- B. Article Types
- C. Record Types
- D. File Types
Answer: C
NEW QUESTION 180
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the assets related list to contact records
- B. Add the service contract related list to contact records
- C. Add the entitlements related list to contact records
- D. Add the entitlement contacts related list to account records
Answer: C
NEW QUESTION 181
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Uncovers gaps in the knowledge base
- B. Reduces incoming call volume
- C. Eliminates tracking of customer entitlements
- D. Replaces the need for an email channel
Answer: A,B
NEW QUESTION 182
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure Lightning Guided Engagement.
- B. Customize the Lightning Console chat page.
- C. Configure a Live Chat Validation Rule.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION 183
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. Chatter Questions
- B. Macros
- C. Field Service
- D. Communities
- E. Public Knowledge
Answer: A,D,E
NEW QUESTION 184
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Allow shift trading between agents
- B. Provide additional training on tools and process
- C. Extend benefits to part-time agents
- D. Mix telephony interactions with email and chat
Answer: A,C
NEW QUESTION 185
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of themigration strategy?
- A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- D. Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data.
Answer: C
NEW QUESTION 186
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