Try 100% Updated ADM-261 Exam Questions [2024]
Pass ADM-261 Exam - Real Questions and Answers
To prepare for the ADM-261 exam, candidates should have at least 6-12 months of experience administering Salesforce Service Cloud. They should also have a strong understanding of Salesforce core features and functionality, as well as experience working with data and reporting in Salesforce. Additionally, candidates should have experience working with Service Cloud features such as Salesforce Knowledge, Live Agent, and Case Management.
NEW QUESTION # 152
Universal Containers (UC) is updating the ServiceCloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Deploy theconfiguration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Deploy theconfigured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: C
NEW QUESTION # 153
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. Service Console Profile Assignments
- D. Data Categoriesand Article Actions
Answer: A,B
NEW QUESTION # 154
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Branded site
- C. Better reporting
- D. Access to custom objects
Answer: B,C,D
NEW QUESTION # 155
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. On Demand Email to Case
- B. Web to Case
- C. Community
- D. Email to Case
Answer: D
NEW QUESTION # 156
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use a workflow rule to send an email to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use Chatter case feed and case teams to monitor cases
- D. Use anassignment rule to assign new cases to the product manager
Answer: A
NEW QUESTION # 157
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Ensure each laptop has a modern browser installed.
- B. Allow the user to log into Live Agent from multiple browsers.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
Answer: A,D
NEW QUESTION # 158
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. Average Call Handle Time
- B. Number of Portal Logins per Day
- C. Knowledge Article Usage
- D. Escalated Calls
- E. Cases by Support Channels
Answer: B,C,E
NEW QUESTION # 159
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Upload the files as Documents, then relate them to the migrated Articles.
- B. Post the Files to the Chatter Feed on each Article.
- C. Use the Lightning Knowledge MigrationTool and choose 'include files'.
- D. Use the Files Related List on each article to add files to your articles.
Answer: D
NEW QUESTION # 160
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Service-Level Measure
- B. Customer Satisfaction
- C. Customer Engagement Score
- D. Net Promoter Score
Answer: D
NEW QUESTION # 161
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 report that displays all created or updated cases.
- C. Create a case queue for all created or updated cases.
- D. Create an email alert notification for Case Teams.
Answer: C,D
NEW QUESTION # 162
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles with HTML, images, and links.
- D. Display articles in Salesforce Answers.
Answer: A,C
NEW QUESTION # 163
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Assets
- B. Service contracts
- C. Cases
- D. Milestones
Answer: B
NEW QUESTION # 164
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed meeting the defined SLA
- B. Percent of cases closed on first contact
- C. Percent of cases closed with an attached article
- D. Percent of cases closed with chatter posts
Answer: A
NEW QUESTION # 165
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Server hardware infrastructure rebuilds
- C. Periodic maintenance windows
- D. Highly available telecom solution
Answer: C,D
NEW QUESTION # 166
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Create a dashboard to track and manage call volumes by type.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Configure IVR routing to bypass Tier 1 for the product line.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION # 167
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails related to a case will update the case comments
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails and attachments related to a case are attached to the case
Answer: A,D
NEW QUESTION # 168
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. Create and assign permission sets to give agents social account access.
- B. Retrieve Social Studiocredentials.
- C. Select two Twitter or Facebook accounts.
- D. Enable the Moderation feature to automatically create cases from posts.
Answer: A,D
NEW QUESTION # 169
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. Customer Chatter groups
- C. On-Demand Email-to-Case
- D. Emall-to-Case
Answer: D
NEW QUESTION # 170
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge Component to the Service Console.
- B. Create email templates with Knowledge Articles attached.
- C. Add theKnowledge tab to the Console app.
- D. Add the Suggested Article widget to the Case page layout.
Answer: A
NEW QUESTION # 171
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a record Activity Feed list
- C. On a record Highlights Panel
- D. On autility bar of the Lightning App
Answer: B
NEW QUESTION # 172
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ADM-261 Exam Questions Get Updated [2024] with Correct Answers: https://examsdocs.lead2passed.com/Salesforce/ADM-261-practice-exam-dumps.html
