Best Quality Salesforce ADM-261 Exam Questions DumpsValid Realistic Practice Exams [2021]
Critical Information To Service Cloud Administration Pass the First Time
NEW QUESTION 120
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. First call resolution
- C. Average handle time
- D. Abandon rate
Answer: B,D
NEW QUESTION 121
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 122
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. Omni-Channel routing
- B. On-Demand Email-to-Case
- C. Standard Email-to-Case
- D. Web-to-Case forms
Answer: C
NEW QUESTION 123
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Embedded Chat Service
- C. Customer Community
- D. Case Assignment Rules
Answer: B
NEW QUESTION 124
Which solution can be used to improve call deflection?
- A. Assignment rules
- B. Knowledge base
- C. Community forum
- D. Case routing
- E. Web chat
Answer: E
NEW QUESTION 125
What process is a use case for Visual workflow? Choose 3 answers
- A. Assignment of email to a case queue based on subject
- B. Decision-based troubleshooting for representatives
- C. Field validation during case creation
- D. Caller verification and creation of a new case
- E. Cross-self promotions for representatives
Answer: B,C,D
NEW QUESTION 126
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Add the Submit Feedback button to articles.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: B
NEW QUESTION 127
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 an agent profile foreach channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create an agent role for each channel grouping.
Answer: B
NEW QUESTION 128
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION 129
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 130
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Chatter Questions
- B. Field Service
- C. Public Knowledge
- D. Communities
- E. Macros
Answer: A,C,D
NEW QUESTION 131
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. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Create a Visualforce page on the customer community portal.
Answer: C
NEW QUESTION 132
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Align agent performance goals with KPIs
- C. Hireadditional support agents
- D. Train support agents
Answer: B,D
NEW QUESTION 133
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.
- A. Self-service portal
- B. Partner portal
- C. Force.com Sites
- D. Customer portalPartner portal
- E. Force.com Web Services API
Answer: C,E
NEW QUESTION 134
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Uncovers gap in the knowledge base
- C. Replaces the need for an email channel
- D. Reducesincoming call volume
Answer: C,D
NEW QUESTION 135
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
NEW QUESTION 136
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Lightning Platform
- B. Waterfall
- C. Agile
- D. Kanban
Answer: C
NEW QUESTION 137
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Configure IVR auto response
- B. Install CTI adapter using open CTI
- C. Configure call center definition
- D. Assign users to a call center
- E. Deploy Call Center Directory
Answer: B,C,D
NEW QUESTION 138
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Enable the Support Process for default email templates
- B. Implement Macros
- C. Implement Quick Text
- D. Implement Email-To-Case
- E. Enable the support setting for default email templates
Answer: B,C,E
NEW QUESTION 139
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 footer of the Lightning Console
- B. On the Highlights Panel of a Primary tab
- C. On anew tab in the agent's browser
- D. On the left sidebar of Salesforce Classic
Answer: A,D
NEW QUESTION 140
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Average queue time per agent
- C. Cost per call
- D. Number of sales queues
- E. Number of leads created
Answer: A,C,E
NEW QUESTION 141
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Enable Work Orders.
- B. Create an Entitlement Process.
- C. Configure Service Contracts.
- D. Set up Milestones.
Answer: B,D
NEW QUESTION 142
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