[Jan-2022] ADM-261 Exam Dumps, ADM-261 Practice Test Questions
Attested ADM-261 Dumps PDF Resource [2022]
NEW QUESTION 95
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use escalation rules
- C. Use case teams to close
Answer: A
NEW QUESTION 96
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 Permission must be granted to users.
- B. Publisher Actions used in the macros must be on the page layout.
- C. The Run Macros Action must be on the page layout.
- D. The Macros widget or utility must be added to the console.
- E. Users must use Lightning Experience.
Answer: A,B,E
NEW QUESTION 97
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: C
NEW QUESTION 98
Which three processes are usescase for Visual Workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Cross-sell promotions for agents
- C. Field validation during case creation
- D. Assignment of email to a case queue based on subject
- E. Decision-based troubleshooting for agents
Answer: A,B,E
NEW QUESTION 99
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom related list on the case.
- B. Create a custom Visualforce page.
- C. Create a custom view on the Case tab.
- D. Create a custom report.
Answer: B
NEW QUESTION 100
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 anassignment rule to assign new cases 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 a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION 101
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case CreatedDate
- B. Omni-Channel Supervisor tab
- C. Cases report sorted by Rep and Case Owner
- D. Omni-Channel Utility Component
Answer: B
NEW QUESTION 102
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. Quality monitoring score
- B. Schedule adherence
- C. Agent utilization
- D. Number of calls offered
Answer: B,C
NEW QUESTION 103
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. Update case assignment rules to route more cases to Agent A
- B. Review case history and activities for Agents B and C
- C. Document and share the practices of Agent A with the team via knowledge articles
- D. Lower the target for entire team to that of Agent A
- E. Build a dashboard to display individual performance by agent versus the team goal
Answer: B,C,E
NEW QUESTION 104
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 105
Universal Container's customers like speaking to a live support agent on complex product issues. Thiscauses a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Embedded Chat Window
- B. Social Customer Service
- C. Open CT1
- D. Contact Requests
Answer: A
NEW QUESTION 106
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a bucket field on a report to calculate the percentage of escalated cases
- B. Create a formula field on the case record to calculate percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
Answer: C
NEW QUESTION 107
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case age report type.
- C. Create a report usingthe case historical trending report type.
- D. Create a report using the case snapshot report type.
Answer: A
NEW QUESTION 108
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the left sidebar of Salesforce Classic
- C. On the footer of the Lightning Console
- D. On anew tab in the agent's browser
Answer: B,C
NEW QUESTION 109
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Chatter group andinvite the customer to join with an external chatter user.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION 110
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Build an adapter using the telephony vendor's toolkit.
- B. Move to a cloud -based telephony system.
- C. Implement an adapter using the Telephony API.
- D. Implement an adapter built on Open CTI.
Answer: D
NEW QUESTION 111
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Monitor service level agreements (SLAs) and notify customers.
- B. Route cases to agents in an alternate center.
- C. Disable the Interactive Voice Response (IVR) system.
- D. Deliver training on case handling for contingentstaff.
- E. Update the case status field values.
Answer: A,B,D
NEW QUESTION 112
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. Leverage Live Agent for web-based chat
- C. Implement Salesforce Knowledge on a portal
- D. Implement Service Cloud console to support agents
Answer: B,C
NEW QUESTION 113
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. A Workflow rules is activated
- B. None of the above
- C. An Assignment Rule is Activated
- D. An email is automatically sent to the case owner
Answer: D
NEW QUESTION 114
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Chat log history
- B. Entitlements
- C. Workflow Management (WFM)
- D. Interactive Voice Response (IVR)
- E. Automatic Call Distributor (ACD)
Answer: C,E
NEW QUESTION 115
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create separate data category groups for each division and assign the category to a division profile.
- B. Create a sharing rule for each division to provide access using the role hierarchy.
- C. Create a single data category group for each division and provide access using the role hierarchy.
- D. Create a sharing rule for each division to provide access based on criteria of the article.
Answer: C
NEW QUESTION 116
......
Latest ADM-261 Actual Free Exam Questions Updated 349 Questions: https://www.realvce.com/ADM-261_free-dumps.html
Free ADM-261 Exam Braindumps certification guide Q&A: https://drive.google.com/open?id=1-vb1dKxLdOFqNPng3dWdbsbZeQ2bGpov