[Aug-2022] The Best Service Cloud Consultant Study Guide for the ADM-261 Exam
ADM-261 certification guide Q&A from Training Expert RealValidExam
NEW QUESTION 139
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It does NOT require a software install for each call center user on a Windows-based PC.
- B. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
Answer: B,C,D
NEW QUESTION 140
Auto Response rules work on which objects?
- A. Leads and Cases
- B. Accounts and Opportunity
- C. Accounts and Cases
- D. Leads and accounts
Answer: A
NEW QUESTION 141
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Field Service Lightning
- B. Chatter Groups
- C. Salesforce Knowledgebase
- D. Service Cloud SOS
Answer: A,D
NEW QUESTION 142
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- D. Create an API integration between Salesforce and the telephony system.
Answer: C
NEW QUESTION 143
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. Enable Live Agent in their community to chat with an agent.
- C. Enable web -to -case on their public website.
- D. Add the Question action to Chatter in the community publisher.
Answer: A,D
NEW QUESTION 144
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Time and Attendance
- B. Automatic Call Distributor
- C. Private Branch Exchange
- D. Interactive Voice Response
Answer: D
NEW QUESTION 145
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Chatter Questions
- B. Community
- C. Live Agent
- D. Web -to -Case
Answer: A,B
NEW QUESTION 146
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. Configure the case list under custom console components so users can view the list view along with the case view
- B. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- C. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: B
NEW QUESTION 147
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Quality monitoring score
- B. Schedule adherence
- C. Agent utilization
- D. Number of calls offered
Answer: B,C
NEW QUESTION 148
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION 149
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Divisions
- B. Custom search
- C. Record types
- D. Tiered data strategy
- E. Custom indexes
Answer: A,D,E
NEW QUESTION 150
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Recovery point objective
- C. Open access to systems
- D. Criteria for plan activation
Answer: D
NEW QUESTION 151
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Review existing cases for an account.
- C. Update case data for a customer.
- D. Run and view Salesforce reports.
Answer: B,D
NEW QUESTION 152
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. A separate .csv import file is uploaded for each data category
- C. Each article must be associated to an article type
- D. A separate .csv import file is uploaded for each article type
- E. One .csv import file is uploaded for all article types
Answer: A,C,D
NEW QUESTION 153
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Define Entitlement andMilestones.
- B. Use Process Builder with Scheduled Actions
- C. Enable Omni-Channel Routing.
- D. Configure Case Escalation Rules.
Answer: A
NEW QUESTION 154
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One within the Salesforce Console for Service.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: A
NEW QUESTION 155
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Lower the average speed of answer (ASA)
- B. Teach new agents how to handle difficult situations
- C. Enforce a consistent standard of service for customer interaction
- D. Capture inappropriate word usage and generate reports
Answer: C,D
NEW QUESTION 156
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove dashboards based onlong-running reports.
- C. Remove date boundaries from filter criteria.
- D. Remove unnecessary columns from the reports.
Answer: A
NEW QUESTION 157
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 data categories and set up the data category values.
- B. Create the custom fields for the slide type
- C. Set up the article actions and assign publishers to each action
- D. Set up a zip file that contains theCSV, HTML, and image files.
- E. Set the publication status of the article tame to draft status
Answer: A,C,D
NEW QUESTION 158
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use workflow rules to send an email to the customer
- B. Use auto-response rules to send an email to the customer
- C. Use assignment rules to assign the case to a case queue
- D. Use escalation rules to assign the case to a case queue
Answer: A
NEW QUESTION 159
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Omni-Channel Utility Component
- C. Omni-Channel Supervisor tab
- D. Cases report sorted by Rep and Case CreatedDate
Answer: C
NEW QUESTION 160
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