[Apr 06, 2023] Get New ADM-261 Certification – Valid Exam Dumps Questions
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NEW QUESTION 191
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. Customer Community
- B. Web-to-Case
- C. Embedded Chat Service
- D. Case Assignment Rules
Answer: C
NEW QUESTION 192
After migrating from Knowledge to Lightning Knowledge, Authors areunable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Add Authors to the FaQ Data Category.
- B. Grant Authors access to the FAQ article type.
- C. Set article Org Wide Default to Public ReadWrite.
- D. Grant Authors access to the FaQ record type
Answer: D
NEW QUESTION 193
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case assignment rules
- C. Case custom reports
- D. Case queues
Answer: B,D
NEW QUESTION 194
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call routing accuracy
- B. Optimized use of resources
- C. Reduced support channels
- D. Reduced issueresolution time
- E. Increased call deflection
Answer: B,C,D
NEW QUESTION 195
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Time to Answer
- B. First Call Resolution
- C. Average Handle Time
- D. Service-Level Agreements
Answer: B,C
NEW QUESTION 196
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles prior to a Live Agent session
- B. Suggest articles for a web-to-case question
- C. Recommend articles during a call for a support agent
- D. Suggest articles for an email-to-case question
Answer: A,B
NEW QUESTION 197
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. Hireadditional support agents
- B. Reduce the cost per call
- C. Align agent performance goals with KPIs
- D. Train support agents
Answer: C,D
NEW QUESTION 198
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Access to Knowledge Articles
- C. Utility Bar
- D. Unique page layouts for each Case Record Type
Answer: B,D
NEW QUESTION 199
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of cases escalated by agent
- B. Number of solutions created by agent
- C. Number of articles attached to a case
- D. Number of articles created by agent
Answer: C,D
NEW QUESTION 200
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Upload the files as documents, then relate them to the migrated articles.
- B. Post thefiles to the chatter feed on each article.
- C. Use the files related list on each article to add files to your articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: C
NEW QUESTION 201
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Deletes posts
- B. Tag another chatter user
- C. Returns a link that returns a post with the samereference
Answer: C
NEW QUESTION 202
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Implement a customer self-service portal
- B. Enable agents to transfer calls to other agents
- C. Cross-train agents on both product lines
- D. Prioritize customer calls based on their SLA
Answer: A,C
NEW QUESTION 203
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Access to custom objects
- C. Better reporting
- D. Branded site
Answer: B,C,D
NEW QUESTION 204
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Use a community template to set up their customer community.
- B. Add the Question action to Chatter in the community publisher.
- C. Enable Live Agent in their community to chat with an agent.
- D. Enable web -to -case on their public website.
Answer: A,B
NEW QUESTION 205
All of the following objects may have a queue EXCEPT:
- A. Leads
- B. Accounts
- C. Cases
- D. Custom Objects
Answer: B
NEW QUESTION 206
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Average case stage duration.
- B. Case volume by channel.
- C. Open cases by reason.
- D. Cases created by type.
Answer: A
NEW QUESTION 207
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. Case Skills-based Assignment Rules
- B. Live Agent Queue-based routing
- C. Omni-channel Skills-based routing
- D. Omni-channel Queue-based routing
Answer: B
NEW QUESTION 208
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 209
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