Full ADM-261 Practice Test and 349 unique questions with explanations waiting just for you!
Service Cloud Consultant Dumps ADM-261 Exam for Full Questions - Exam Study Guide
NEW QUESTION 71
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Live Agent
- B. Open CTI
- C. SalesforceKnowledge
- D. Salesforce for Twitter
Answer: C
NEW QUESTION 72
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. Lightning Process Builder
- B. Path for Cases
- C. Interaction Log
- D. Lightning Row for Service
Answer: C,D
NEW QUESTION 73
Which support channel requires the smallest amount of agent work time?
- A. Email to case
- B. Web to case
- C. Chat
- D. Web self service
Answer: D
NEW QUESTION 74
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. Configure Omni-channel to assign cases directly to Tier 2.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Configure IVR routing to bypass Tier 1 for the product line.
Answer: C
NEW QUESTION 75
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 76
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 77
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Customrelated list
- B. Custom Visual force page
- C. Customer view of case tab
- D. Custom report
Answer: B
NEW QUESTION 78
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Omni-Channel Utility Component
- B. Omni-Channel Supervisor tab
- C. Cases report sorted by Rep and Case CreatedDate
- D. Cases report sorted by Rep and Case Owner
Answer: B
NEW QUESTION 79
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Answers can be exposed to partner portal users
- B. External users can subscribe to Answers
- C. Select best answers for questions.
- D. Escalate a question to a case
- E. Knowledge articles can be created from Answers
Answer: C,D,E
NEW QUESTION 80
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. Document and share the practices of Agent A with the team via knowledge articles
- B. Lower the target for entire team to that of Agent A
- C. Review case history and activities for Agents B and C
- D. Build a dashboard to display individual performance by agent versus the team goal
- E. Update case assignment rules to route more cases to Agent A
Answer: A,C,D
NEW QUESTION 81
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 a record Highlights Panel
- B. On a utility bar of the Lightning App
- C. On a recordActivity Feed list
- D. On the Calendar right hand panel
Answer: C
NEW QUESTION 82
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Number of cases created using Communities by month.
- C. Average call handle time by team.
- D. Number of Knowledge articles created each month.
Answer: A,B
NEW QUESTION 83
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to theassociated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based profiles to the associated product data category value
Answer: C
NEW QUESTION 84
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Solution
- C. Attachments
- D. Event
Answer: C,D
NEW QUESTION 85
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case age report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case snapshot report type
- D. Create a report using the Case historical trending report type
Answer: B
NEW QUESTION 86
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Simpler and easier to configure
- D. Access to custom objects
Answer: A,B,D
NEW QUESTION 87
For which purpose should a contact center use Visual Flow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To automatically assign cases to a specific queue based on the customer support level
- C. To escalate to the support manager if it has been open for more than 72hours
- D. To automate business processes for agents who troubleshoot customer support issues via phone
Answer: D
NEW QUESTION 88
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate closed cases with milestones and entitlements
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate closed cases to a custom read-only object
- D. Migrate open and closed cases without milestones and entitlements
Answer: A
NEW QUESTION 89
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Update the case status field values.
- C. Deliver training on case handling for contingentstaff.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: A,C,E
NEW QUESTION 90
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a single Dashboard with a Case Team filter.
- B. Create a Dashboard for each Region.
- C. Create a single Dashboard with a Region filter.
- D. Create a Dashboard for each Case Team.
Answer: C
NEW QUESTION 91
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. SOS Video Chat
- B. Customer Community
- C. Field Service Lightning
- D. Salesforce Knowledge
Answer: A
NEW QUESTION 92
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Workforce management and customer satisfaction score
- B. Automatic call distributor and interactive voice response
- C. Average handling time and first call resolution time
- D. Agent skill-based routing and predictive dialer
Answer: B
NEW QUESTION 93
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent feature license.
- B. verify that users have access to the Live Agent chat buttons.
- C. Verify that users have access to the Live Agent public group.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION 94
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