2021 ADM-261 Dumps PDF - ADM-261 Real Exam Questions Answers
Valid ADM-261 Test Answers & Salesforce ADM-261 Exam PDF
NEW QUESTION 48
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Service Level Agreement
- B. customer satisfaction Survey
- C. Customer Purchase History
- D. Customer SupportRequests
- E. Net promoter Score
Answer: B,C,E
NEW QUESTION 49
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?
- A. Create case page layouts for each interaction channel and assign them to different agent profiles.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION 50
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. Agent utilization
- B. Quality monitoring score
- C. Number of calls offered
- D. Schedule adherence
Answer: A,D
NEW QUESTION 51
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. Change Sets
- B. Data Import Wizard
- C. Data Loader
- D. Mass Transfer Records
Answer: A,D
NEW QUESTION 52
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Company Community
- B. Partner Community
- C. Customer Community
- D. Employee Community
Answer: C
NEW QUESTION 53
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. Document the requirements gap and communicate development options to the project team
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- D. Add development resources to the project team to build out the additional requirements.
Answer: A
NEW QUESTION 54
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Email-to-Case with assignment rules
- B. Lightning Email with web routing prioritization
- C. Standard Web-to-Case with assignment rules
- D. Omni-Channel with prioritized queues
Answer: A
NEW QUESTION 55
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Is available for users in the partner portal
- B. Displays records and their related items as tabs on one screen
- C. Indicates when records and lists are changed by others
- D. Allows Chatter Messenger to be used between agents
Answer: B,D
NEW QUESTION 56
Sales engineer needs visibility to list field edits, emails, case comments, andrelated objects on ONE page. How can this be achieved?
- A. Custom report
- B. Custom related list
- C. Custom Visual force page
- D. Customer view of case tab
Answer: C
NEW QUESTION 57
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Workflow, data loader, and Force.com IDE
- B. Data loader, change sets, and Force.com Excel Connector
- C. Mass Transfer Records,change sets, and Visual Studio Code
- D. Visual Studio Code and change sets
Answer: D
NEW QUESTION 58
Which solution can be used to improve call deflection?
- A. Community forum
- B. Assignment rules
- C. Web chat
- D. Case routing
- E. Knowledge base
Answer: C
NEW QUESTION 59
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 60
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Path for Cases
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION 61
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Update the case status field values.
- B. Route cases to agents in an alternate center.
- C. Deliver training on case handling for contingentstaff.
- D. Monitor service level agreements (SLAs) and notify customers.
- E. Disable the Interactive Voice Response (IVR) system.
Answer: B,C,D
NEW QUESTION 62
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. On-Demand Email-to-Case
- B. Standard Email-to-Case
- C. Web-to-Case forms
- D. Omni-Channel routing
Answer: B
NEW QUESTION 63
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 entitlements related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
Answer: A
NEW QUESTION 64
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. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: A
NEW QUESTION 65
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. Average days to close
- C. Average handle time
- D. First call resolution
Answer: A,D
NEW QUESTION 66
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Interaction Log
- C. Lightning Process Builder
- D. Lightning Row for Service
Answer: B,D
NEW QUESTION 67
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Search Utility Component
- D. Comment Search Component
Answer: A
NEW QUESTION 68
When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.
- A. Data Normalization
- B. Data mapping
- C. Data Cleansing
- D. Activate data validation rules
Answer: B,C
NEW QUESTION 69
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