ADM-261 Questions Pass on Your First Attempt Dumps for Service Cloud Consultant Certified
ADM-261 Practice Test Pdf Exam Material
NEW QUESTION 86
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Apex code must be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Apex code must be used to update fields in the database.
- E. Elements can be used to pass data to legacy systems.
Answer: A,D,E
NEW QUESTION 87
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. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: A
NEW QUESTION 88
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. First call resolution
- B. Customer retention
- C. Average handle time
- D. Upsell percentage
Answer: A,C
NEW QUESTION 89
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Employee Communities with Content.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Content.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION 90
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Public Group with access to the service console app.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set granting the Service User license.
- D. Assign users to a Permission Set with access to the service console app.
Answer: B,D
NEW QUESTION 91
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Action must be on the page layout.
- B. The Macros widget or utility must be added to the console.
- C. Publisher Actions used in the macros must be on the page layout.
- D. Users must use Lightning Experience.
- E. The Run Macros Permission must be granted to users.
Answer: C,D,E
NEW QUESTION 92
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Original creation date and total number of article views
- B. Last modified date and frequent search terms
- C. Original creation date and average rating of articles
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 93
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level.
Answer: A
NEW QUESTION 94
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set up the article actions and assign publishers to each action
- B. Create the custom fields for the slide type
- C. Set up a zip file that contains theCSV, HTML, and image files.
- D. Set the publication status of the article tame to draft status
- E. Create the data categories and set up the data category values.
Answer: A,C,E
NEW QUESTION 95
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of Closed caseson first call
- B. Number of cases escalated
- C. Number of open cases per day
- D. Average Number of days to close cases
- E. Number of new customers added
Answer: B,C,D
NEW QUESTION 96
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 Studio Code and change sets
- B. Visual Workflow, data loader, and Force.com IDE
- C. Mass Transfer Records,change sets, and Visual Studio Code
- D. Data loader, change sets, and Force.com Excel Connector
Answer: A
NEW QUESTION 97
What is the primary function of a private branch exchange (PBX)?
- A. To report thecaller's background information
- B. To mate calls to different agents
- C. To receive multiple calls at one time
- D. To use speech recognition to direct calls
Answer: C
NEW QUESTION 98
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. Account team relationship to the primary contact
- B. Total number of account and contact records in the database
- C. Case closure rules on the original case
- D. Visibility and accessto the work order records
- E. Work order and customer contact escalation requirements
Answer: C,D,E
NEW QUESTION 99
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create a unique case page layout for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create an agent profile foreach channel grouping.
- D. Create an agent role for each channel grouping.
Answer: A
NEW QUESTION 100
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Periodic maintenance windows
- B. Server hardware infrastructure rebuilds
- C. System software restore after an outage
- D. Highly available telecom solution
Answer: A,D
NEW QUESTION 101
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. RESTful services with GET, POST, or PUT
- C. Visualforce page APEX SOAP async callout
- D. Schedule batch Apex processing job
Answer: A
NEW QUESTION 102
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Send out a monthly survey to customers requesting feedback.
- D. Create a group of super users that will evaluate and manage articles.
Answer: B
NEW QUESTION 103
All of the following objects may have a queue EXCEPT:
- A. Cases
- B. Accounts
- C. Leads
- D. Custom Objects
Answer: B
NEW QUESTION 104
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 joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix 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 reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION 105
......
ADM-261 [Feb-2023] Newly Released] Exam Questions For You To Pass: https://www.actualtorrent.com/ADM-261-questions-answers.html