2022 Valid ADM-261 test answers & Salesforce Exam PDF
Free Salesforce ADM-261 Exam Questions and Answer from Training Expert DumpsValid
NEW QUESTION 27
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. CTI Adapter configuration
- B. Call Center Definition File creation
- C. Lightning Console enablement
- D. Service Console case creation configuration
Answer: A,B
NEW QUESTION 28
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of articles associated to cases.
- B. Number of published article views.
- C. Number of content packs attached to cases.
- D. Number of Chatter files attached to cases.
- E. Number of successful keyword searches.
Answer: A,D,E
NEW QUESTION 29
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. An email is automatically sent to the case owner
- B. A Workflow rules is activated
- C. None of the above
- D. An Assignment Rule is Activated
Answer: A
NEW QUESTION 30
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Restrict the Manage Articles user permission
- C. Set up an intuitive Data Category hierarchy
- D. Enable and configure wildcards for article searches
Answer: B,C
NEW QUESTION 31
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Files
- B. Classic Knowledge
- C. Salesforce Content
- D. Lightning Knowledge
Answer: B
NEW QUESTION 32
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Live Agent Queue-based routing
- C. Omni-channel Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: B
NEW QUESTION 33
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Salesforce for Outlook
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 34
Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to search a knowledge base.
- B. Allows customers to customize their user interface
- C. Allows customers the ability to collaborate
- D. Allows customers to customize reports and dashboards
Answer: A,C
NEW QUESTION 35
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Telemarketing center
- B. Information Technology (IT) help desk
- C. Telesales center
- D. Human Resources (HR) help desk
Answer: B
NEW QUESTION 36
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggestto meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add conditional logic to the instructions
- C. Create a formula to build the macro logic around
- D. Add multiple ELSE IF blocks after the IF block
Answer: A,C
NEW QUESTION 37
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. Last modified date and frequent search terms
- B. Original creation date and average rating of articles
- C. Original creation date and total number of article views
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 38
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. Visualforce page APEX SOAP async callout
- B. RESTful services with GET, POST, or PUT
- C. Schedule batch Apex processing job
- D. Workflow-driven outbound messaging
Answer: D
NEW QUESTION 39
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Addan object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 40
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 single Dashboard with a Region filter.
- C. Create a Dashboard for each Region.
- D. Create a Dashboard for each Case Team.
Answer: B
NEW QUESTION 41
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of new customers added
- B. Number of Closed caseson first call
- C. Average Number of days to close cases
- D. Number of cases escalated
- E. Number of open cases per day
Answer: C,D,E
NEW QUESTION 42
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Removefilter criteria from the views
- B. Filter the views by case owner
- C. Reduce the number of fields displayed
- D. Restrict visibility of the views
Answer: B,C
NEW QUESTION 43
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Customer Community
- B. Employee Community
- C. Partner Community
- D. Company Community
Answer: A
NEW QUESTION 44
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Validate, Execute, Test
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Test, Execute, Validate
- D. Plan, Prepare, Test, Execute, Validate
Answer: B
NEW QUESTION 45
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reportingimplemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
Answer: C
NEW QUESTION 46
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 use speech recognition to direct calls
- D. To receive multiple calls at one time
Answer: D
NEW QUESTION 47
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