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NEW QUESTION # 196
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. Ensure each laptop has a modern browser installed.
- C. Add additional components to the Lightning console.
- D. Coach users on minimizing open console tabs.
Answer: B,D
NEW QUESTION # 197
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. The Customer doesn't know they were transferred
- B. Both Service Reps can chat with the customer
- C. The chat transcripts and case are transferred
- D. The Customer is shown the new Rep's name
Answer: C,D
NEW QUESTION # 198
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the custom fields for the slide type
- B. Set up the article actions and assign publishers to each action
- C. Set up a zip file that contains theCSV, HTML, and image files.
- D. Create the data categories and set up the data category values.
- E. Set the publication status of the article tame to draft status
Answer: B,C,D
NEW QUESTION # 199
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Simpler and easier to configure
- C. Access to custom objects
- D. Better reporting
Answer: A,C,D
NEW QUESTION # 200
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 lead referrals
- B. Number of outbound calls per day
- C. Number of attempts to contact
- D. Number of closed cases
Answer: B,C
NEW QUESTION # 201
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Path for Cases
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION # 202
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Customrelated list
- B. Custom report
- C. Custom Visual force page
- D. Customer view of case tab
Answer: C
NEW QUESTION # 203
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. High Volume Customer Portal
- B. Lightning External Apps Starter
- C. Customer Community Plus
- D. Customer Community
Answer: D
NEW QUESTION # 204
The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case report that displays all created or updated cases.
- B. Create a casequeue for all created or updated cases.
- C. Create a case list view that is filtered by My Case Teams.
- D. Create an email alert notification for Case Teams.
Answer: B,D
NEW QUESTION # 205
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. First call resolution
- C. Average handle time
- D. Service level agreement
Answer: A,B
NEW QUESTION # 206
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Visibility into service entitlements
- B. Predictive dialer for outbound calls
- C. Chatter groups forcustomer
- D. Mobile access to case information
Answer: A,D
NEW QUESTION # 207
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Unique page layouts for each Case Record Type
- B. Utility Bar
- C. Access to Knowledge Articles
- D. Open multiple case records as tabs and sub tabs
Answer: A,C
NEW QUESTION # 208
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- B. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: A
NEW QUESTION # 209
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. All of the above
- B. Edits the case
- C. Adds a related comment to the case
- D. Reads the case
- E. Adds an activity or sends an email from the case record
Answer: B
NEW QUESTION # 210
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. Highly available telecom solution
- B. Server hardware infrastructure rebuilds
- C. System software restore after an outage
- D. Periodic maintenance windows
Answer: A,D
NEW QUESTION # 211
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Create an FAQ article type and configure theenable suggested articles option in support settings.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
Answer: A
NEW QUESTION # 212
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Chatter Answers
- C. Knowledge Base
- D. Live Agent
- E. Customer Community
Answer: B,C,E
NEW QUESTION # 213
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Set up an intuitive Data Category hierarchy
- C. Restrict the Manage Articles user permission
- D. Enable and configure wildcards for article searches
Answer: B,C
NEW QUESTION # 214
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