[2021] ADM-261 All-in-One Exam Guide Practice To your ADM-261 Exam!
Preparations of ADM-261 Exam 2021 Service Cloud Consultant Unlimited 349 Questions
NEW QUESTION 124
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs with Case Subtabs
- B. Account tabs and Cases tab
- C. Account tab with Cases related list
- D. Case tabs with Account subtabs
Answer: C
NEW QUESTION 125
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. The specific quick action must be added to the case record Type.
- C. Quick Actions must be enabled in the org.
- D. The specific quick action must be added to the case Feed.
Answer: C,D
NEW QUESTION 126
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Article Types with Public Sharing Settings.
- B. Define a Custom Field to identify the Subject.
- C. Define Topics for each Knowledge article.
- D. Define Data Categories with Custom Visibility.
Answer: C
NEW QUESTION 127
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 record Highlights Panel
- B. On the Calendar right hand panel
- C. On autility bar of the Lightning App
- D. On a record Activity Feed list
Answer: D
NEW QUESTION 128
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Only one inbound email address can be used for Email-to-Case
- C. Assignment, escalation, and workflow rules are processed on inbound emails
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 129
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
NEW QUESTION 130
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Share knowledge with the business partners
- C. Method for social media management
- D. Standard for managing customer support and delivery
Answer: A,B
NEW QUESTION 131
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up IVR with an automated response for customers affected by the recall to defect calls.
- B. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
- C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
- D. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
Answer: A
NEW QUESTION 132
Which feature should a consultantconfigure to allow global service reps to call customers from within the lightning service console?
- A. Open CTI
- B. Lightning dialer
- C. Local presence
- D. Macros
Answer: B
NEW QUESTION 133
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- B. Create a workflow rule to send an email to support managers when a case iscreated and assigned to a queue.
- C. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- D. Use case auto-response rules to send an email to supportmanagers within one hour of case creation.
Answer: A
NEW QUESTION 134
The Support Manager at Universal Containers 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 case queue for all created or updated cases.
- C. Create an email alert notification for Case Teams.
- D. Create a case list view that is filtered by My Case Teams.
Answer: B,C
NEW QUESTION 135
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Time-based Workflow Rules
- C. Scheduled Reports
- D. Milestone Actions
Answer: C
NEW QUESTION 136
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. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: B
NEW QUESTION 137
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create a single CSV file, including all article types
- B. Create multiple CSV files, one for each article type
- C. Create HTML files referencing image to be uploaded
- D. Match each new article to an existing article type
- E. Load all articles with the Apex data loader tool
Answer: B,C,D
NEW QUESTION 138
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 139
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. Enterprise admin
- C. Sites
- D. Service Cloud portal (Customer Community)
Answer: C
NEW QUESTION 140
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 141
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 footer of the Lightning Console
- B. On the Highlights Panel of a Primary tab
- C. On anew tab in the agent's browser
- D. On the left sidebar of Salesforce Classic
Answer: A,D
NEW QUESTION 142
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case
- B. Email to care with Site
- C. On-demand email to case with sites
- D. Email to case with web to case
Answer: D
NEW QUESTION 143
A customer-submitted case is routed to a service desk agentat Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement relatedlist to account page layouts.
- B. Add a Validation Rule that ensures each Account has an entitlement.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add the entitlement lookup field to case page layouts.
Answer: A
NEW QUESTION 144
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. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
Answer: B
NEW QUESTION 145
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 related list load time
- B. Contact report run time
- C. Contact view page load time
- D. Contact list view edit time
Answer: B
NEW QUESTION 146
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