Real Salesforce ADM-261 Exam Questions [Updated 2021]
ADM-261 Exam Dumps Pass with Updated 2021 Service Cloud Administration
NEW QUESTION 71
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 72
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Prepare, Plan, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Prepare, Plan, Validate, Execute, Test
Answer: C
NEW QUESTION 73
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat buttons.
- B. Verify that users are assigned the chat feature license.
- C. Verify that users have access to the chat public group.
- D. Verify that users are assigned the chat user profile.
Answer: B
NEW QUESTION 74
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Average call handle time by team
- D. Number of cases closed by a self-service user
Answer: B,D
NEW QUESTION 75
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?
- A. A mashup integration on the Account page to a third-party mapping service
- B. An outbound message to a middleware platform to provide map details
- C. A Web Service call-out that retrieves map details from the backend system
- D. A custom tab of type URL that displays a map image of customer location
Answer: A
NEW QUESTION 76
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Links the Chatter message to Twitter
- B. Indicates the name of a groupin which to place the Chatter message
- C. Ties the Chatter message to a topic
- D. Indicates a clickable URL hyperlink
Answer: C
NEW QUESTION 77
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge search query with no results.
- B. Knowledge articles with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Number of knowledge articles in each data category.
Answer: A,B
NEW QUESTION 78
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 79
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers alsoneed the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Email-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites withKnowledge and Web-to-Case
Answer: C
NEW QUESTION 80
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Net Promoter Score
- B. Customer Engagement Score
- C. Customer Satisfaction
- D. Service-Level Measure
Answer: A
NEW QUESTION 81
Which application will allow a client to enable Ideas on a public website?
- A. Customer portal
- B. Partner portal
- C. Self-service portal
- D. Sites
Answer: D
NEW QUESTION 82
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report chart is added to the Page Layout.
- C. The report has a standard Report Type.
- D. The report is shared with a Chatter Group.
- E. The report contains a chart.
Answer: A,E
NEW QUESTION 83
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.
- A. Customer portalPartner portal
- B. Partner portal
- C. Self-service portal
- D. Force.com Web Services API
- E. Force.com Sites
Answer: D,E
NEW QUESTION 84
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Interactive Voice Response
- B. Computer Telephone Integration
- C. Social Customer Service
- D. Live Agent
Answer: C,D
NEW QUESTION 85
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create separate data category groups for each division and assign the category to a division profile.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION 86
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 87
UC is concerned with systemperformance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact related list load time
- C. Contact list view edit time
- D. Contact report run time
Answer: D
NEW QUESTION 88
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Caseassignment rules
- C. Case custom reports
- D. Case dashboards
Answer: A,B
NEW QUESTION 89
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Configure a Visual Flow Troubleshooting Action
- C. Enable Omni-Channel Case assignment
- D. Implement Lightning Guided Engagement
Answer: B,D
NEW QUESTION 90
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