[Nov-2021] ADM-261 Exam Dumps Pass with Updated 2021 Service Cloud Administration
Free ADM-261 Exam Dumps to Pass Exam Easily
NEW QUESTION 194
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create an iframe to display the chat window
- D. Create user profiles orpermission sets
Answer: A
NEW QUESTION 195
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific article actions to each group.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific publication states to each team.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: A
NEW QUESTION 196
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?
- A. Enable Chatter case feed and add product development team members to the case team.
- B. Build a repository of Knowledge articles related to integration and share it with the customer.
- C. Create a related child case and assign the child case tothe product development team.
- D. Create a private Chatter group with customers and invite key individuals to join the group.
Answer: D
NEW QUESTION 197
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Auto-response rules
- C. Validation rules
- D. Workflow rules
Answer: D
NEW QUESTION 198
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. On-Demand Email-to-Case
- B. Standard Email-to-Case
- C. Web-to-Case forms
- D. Omni-Channel routing
Answer: B
NEW QUESTION 199
For which purpose should a contact center use Visual Flow?
- A. To automatically assign cases to a specific queue based on the customer support level
- B. To escalate to the support manager if it has been open for more than 72hours
- C. To automate business processes for agents who troubleshoot customer support issues via phone
- D. To assign follow-up tasks to an agent one week after a case is closed.
Answer: C
NEW QUESTION 200
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Chat Queue-based routing
- C. Omni-channel Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: C
NEW QUESTION 201
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queuewhen specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use an Apex trigger
- B. Use a validation rule
- C. Use a case assignmentrule
- D. Use a workflow rule with an action
Answer: D
NEW QUESTION 202
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD.Which approach should be used to optimize the order process? Choose 2 answers
- A. Use Visualforce to create a wizard for each process
- B. Use Visual Workflow to streamline the process
- C. Createa custom object for each step in the process
- D. Organize the fields on the page layout to match each process
Answer: B,D
NEW QUESTION 203
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- B. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
- C. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
- D. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
Answer: C
NEW QUESTION 204
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. Omni-channel Queue-based routing
- C. Live Agent Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: C
NEW QUESTION 205
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Field Service
- B. Contact Request
- C. omni Channel
- D. Mobile Connect
Answer: A
NEW QUESTION 206
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Omni-Channel
- B. Quick Text
- C. Publisher Actions
- D. Macros
- E. Chatter
Answer: B,C,D
NEW QUESTION 207
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. Human Resources (HR) help desk
- D. Telesales center
Answer: B
NEW QUESTION 208
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
Answer: D
NEW QUESTION 209
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the most cases closed for that topic.
- C. Route to agents staffing the assigned overflowqueues.
- D. Route to agents with the least amount of active assigned work.
Answer: A,D
NEW QUESTION 210
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Create an Entitlement Process.
- C. Enable Work Orders.
- D. Set up Milestones.
Answer: B,D
NEW QUESTION 211
Whatcan universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Streamline the agent interface.
- C. Implement teamproductivity dashboards.
- D. Offer supports through Facebook and twitter.
Answer: A,B
NEW QUESTION 212
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