[Feb 07, 2022] Fully Updated Service Cloud Consultant (ADM-261) Certification Sample Questions
Latest Salesforce ADM-261 Real Exam Dumps PDF
NEW QUESTION 168
Which method can be used to route cases from social channels?
- A. Enable Social Network Profile and add assignment rules to the case object.
- B. Enable Social Network Profile and add workflow rules to the contact object.
- C. use Twitter-to-case and add workflow rules to the case object.
- D. Enable Social Customer Service and addassignment rules to the case object.
Answer: D
NEW QUESTION 169
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. Display articles with HTML, images, and links.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in Salesforce Answers.
Answer: A,B
NEW QUESTION 170
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Workflow rule
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION 171
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 Process Builder and Flow to change the owner onclosed cases.
- 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 case validation rule to ensure cases are owned by a user when closed.
Answer: B,C
NEW QUESTION 172
UC 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. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 173
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. 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.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. 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.
Answer: D
NEW QUESTION 174
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Eliminates tracking of customer entitlements
- B. Reduces incoming call volume
- C. Uncovers gaps in the knowledge base
- D. Replaces the need for an email channel
Answer: B,C
NEW QUESTION 175
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Modify the user interface settings for the case survey sidebar
- B. Enable the case survey object for the customer portal
- C. Create a validation rule for case survey email templates
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION 176
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 Alert
- B. Email Template
- C. Email Relay
- D. Assignment Rule
- E. Workfl
Answer: A,B,E
NEW QUESTION 177
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based roles to restrict access by mapping article types
- B. Create geography-based profiles to restrict access using data categories
- C. Create geography-based profiles to restrict access by mappingarticle types
- D. Create geography-based roles to restrict access using data categories
Answer: D
NEW QUESTION 178
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Increase the Call-to-Order ratio
- B. Use suggested Knowledge articles
- C. Use integrated voice response
- D. Bypass entitlement verification
Answer: B,C
NEW QUESTION 179
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRsare closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
- A. Case closure rules on the original case
- B. Relationship to the primary contact
- C. RMA and FSR escalation requirements
- D. Average incoming casevolume
- E. Visibility and access to the RMA and FSR records
Answer: A,C,E
NEW QUESTION 180
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Review case history and activities for Agents B and C
- B. Build a dashboard to display individual performance by agent versus the team goal
- C. Update case assignment rules to route more cases to Agent A
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Lower the target for entire team to that of Agent A
Answer: A,B,D
NEW QUESTION 181
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?
- A. Employee Community
- B. Partner Community
- C. Customer Community
- D. Sites
Answer: C
NEW QUESTION 182
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION 183
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. Enable service contracts and entitlements
- B. Implement Service Cloud console to support agents
- C. Leverage Live Agent for web-based chat
- D. Implement Salesforce Knowledge on a portal
Answer: C,D
NEW QUESTION 184
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
Answer: D
NEW QUESTION 185
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: B
NEW QUESTION 186
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. Standard Email-to-Case
- B. On-Demand Email-to-Case
- C. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION 187
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 188
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Customize the pre-chat form.
- C. Configure a chat validation rule.
- D. Configure lightning guided engagement.
Answer: B
NEW QUESTION 189
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Next Best Actions
- B. Push Notifications
- C. Case Feed
- D. Omni-channel Supervisor
Answer: D
NEW QUESTION 190
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Apex code must be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to update fields in the database.
Answer: A,D,E
NEW QUESTION 191
After migrating from Knowledge to Lightning Knowledge, Authors areunable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FaQ record type
- B. Set article Org Wide Default to Public ReadWrite.
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
Answer: A
NEW QUESTION 192
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