2022 TestBraindump Salesforce ADM-261 Dumps and Exam Test Engine
Salesforce ADM-261 DUMPS WITH REAL EXAM QUESTIONS
NEW QUESTION 147
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Email to Case
- B. On Demand Email to Case
- C. Community
- D. Web to Case
Answer: A
NEW QUESTION 148
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. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 149
Universal Containers implementedSalesforce 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 displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report that displays # of newarticles created during the past 2 months
Answer: B,C
NEW QUESTION 150
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Create a dashboard for articlessubmitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: B,D
NEW QUESTION 151
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?
- A. Include images in an .html file using the image tag and src attribute
- B. Upload the images into Salesforce prior to importing the articles
- C. Convert all images to .jpeg, as this is the only supported file type
- D. Ensure that each image does NOT exceed the maximum of 25 MB
Answer: A
NEW QUESTION 152
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed with an attached article
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 153
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Create auto response templates for emails.
- B. Enable Knowledge in a Service Cloud portal.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Chatter for agent collaboration.
Answer: A,B
NEW QUESTION 154
What is thecapability of case feed?
- A. Switch from case feed to standard detail pages using a console component
- B. Enable call control using the CTI case feed publisher.
- C. Add custom visual force pages to the case feed page layout.
- D. Embed case feed functionality within a visual force page.
Answer: D
NEW QUESTION 155
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers
- A. Report on agent ratings on articles
- B. Report on agent feedback on articles
- C. Report on the articles followed in Chatter
- D. Report on the articles attached to cases
Answer: A,D
NEW QUESTION 156
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Create a Web-to-case form with a custom case typeof survey
- B. Enable the case survey auto-response rule
- C. Check the survey option in the case settings
- D. Enable the case survey option on the case object
Answer: A
NEW QUESTION 157
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. Createa custom object for each step in the process
- C. Use Visual Workflow to streamline the process
- D. Organize the fields on the page layout to match each process
Answer: C,D
NEW QUESTION 158
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers
- A. The report chart is added to the Page Layout.
- B. The report contains a chart.
- C. The report is shared with a Chatter Group.
- D. The report is a Summary or Matrix report.
- E. The report has a standard Report Type.
Answer: B,D
NEW QUESTION 159
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. Average Handle Time
- B. Time to Answer
- C. Service-Level Agreements
- D. First Call Resolution
Answer: A,D
NEW QUESTION 160
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. Standard Email-to-Case
- B. On-Demand Email-to-Case
- C. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION 161
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Increase the Call-to-Order ratio
- B. Use suggested Knowledge articles
- C. Use integrated voice response
- D. Bypass entitlement verification
Answer: B,C
NEW QUESTION 162
What is the primary function of a private branch exchange (PBX)?
- A. To use speech recognition to direct calls
- B. To report thecaller's background information
- C. To receive multiple calls at one time
- D. To mate calls to different agents
Answer: C
NEW QUESTION 163
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of attempts to contact
- B. Number of outbound calls per day
- C. Number of lead referrals
- D. Number of closed cases
Answer: A,B
NEW QUESTION 164
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 Highlights Panel of a Primary tab
- B. On the footer of the Lightning Console
- C. On anew tab in the agent's browser
- D. On the left sidebar of Salesforce Classic
Answer: B,D
NEW QUESTION 165
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Configure a Live Chat Validation Rule.
- D. Configure Lightning Guided Engagement.
Answer: A
NEW QUESTION 166
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 the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION 167
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Visual Workflow
- B. Macros
- C. Lightning Guided Engagement
- D. Quick Text
Answer: B,D
NEW QUESTION 168
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel withMost Available Routing
- B. Configure Case Assignment Rules
- C. Configure Live Agent Skills-based Routing
- D. Configure Omni-Channel with Least Active Routing
Answer: A
NEW QUESTION 169
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION 170
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- B. Create a Chatter group andinvite the customer to join with an external chatter user.
- 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 171
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