100% Free Service Cloud Consultant ADM-261 Dumps PDF Demo Cert Guide Cover
PDF Exam Material 2021 Realistic ADM-261 Dumps Questions
NEW QUESTION 178
Which support channel requires the smallest amount of agent work time?
- A. Chat
- B. Email to case
- C. Web to case
- D. Webself service
Answer: D
NEW QUESTION 179
Which metric influences customer satisfaction? Choose 2 answers
- A. Call quality
- B. After call work
- C. Cost per call
- D. First call resolution
Answer: A,D
NEW QUESTION 180
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 181
For which purpose should a contact center use visual workflow?
- A. To escalate a case to the support manager if it has been open for more than 72 hours.
- B. To automate business processes for agents who troubleshoot customer support issues via phone.
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level.
Answer: B
NEW QUESTION 182
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. The Customer is shown the new Rep's name
- B. Both Service Reps can chat with the customer
- C. The chat transcripts and case are transferred
- D. The Customer doesn't know they were transferred
Answer: A,C
NEW QUESTION 183
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Add additional components to the Lightning console.
- C. Coach users on minimizing open console tabs.
- D. Ensure each laptop has a modern browser installed.
Answer: C,D
NEW QUESTION 184
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 utility bar of the Lightning App
- B. On a recordActivity Feed list
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: B
NEW QUESTION 185
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. High Volume Customer Portal
- C. Customer Community Plus
- D. Customer Community
Answer: D
NEW QUESTION 186
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. A Workflow rules is activated
- B. An Assignment Rule is Activated
- C. None of the above
- D. An email is automatically sent to the case owner
Answer: D
NEW QUESTION 187
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. Web-to-Case
- B. Salesforce for Outlook
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION 188
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Live Agent
- B. Chatter Answers
- C. Knowledge Base
- D. Web -to -Case
- E. Customer Community
Answer: B,C,E
NEW QUESTION 189
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles during a call for a support agent
- C. Suggest articles for a web-to-case question
- D. Recommend articles prior to a Live Agent session
Answer: C,D
NEW QUESTION 190
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Partner portal
- B. Service Cloud portal (Customer Community)
- C. Sites
- D. Enterprise admin
Answer: C
NEW QUESTION 191
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays# of cases with articles attached during the past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: A,B
NEW QUESTION 192
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION 193
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 a workflow rule to send an email to the product manager
- B. Use anassignment rule to assign new cases to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use Chatter case feed and case teams to monitor cases
Answer: A
NEW QUESTION 194
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom search
- B. Custom indexes
- C. Record types
- D. Divisions
- E. Tiered data strategy
Answer: B,D,E
NEW QUESTION 195
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Deliver training on case handling for contingentstaff.
- B. Monitor service level agreements (SLAs) and notify customers.
- C. Disable the Interactive Voice Response (IVR) system.
- D. Route cases to agents in an alternate center.
- E. Update the case status field values.
Answer: A,B,D
NEW QUESTION 196
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Is available for users in the partner portal
- B. Displays records and their related items as tabs on one screen
- C. Indicates when records and lists are changed by others
- D. Allows Chatter Messenger to be used between agents
Answer: B,D
NEW QUESTION 197
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Contact salesforceto have Omni channel enabled.
- B. Assign users to Omni channel permissions.
- C. Assign users to the Omni channel feature license.
- D. Enable Omni channel in setup.
Answer: D
NEW QUESTION 198
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use assignment rules to assign the case to a case queue
- B. Use workflow rules to send an email to the customer
- C. Use escalation rules to assign the case to a case queue
- D. Use auto-response rules to send an email to the customer
Answer: B
NEW QUESTION 199
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