[Oct-2023] ADM-261 Dumps PDF - ADM-261 Real Exam Questions Answers
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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a valuable credential for individuals who are responsible for managing and optimizing service processes in their organizations. It validates an individual's knowledge and skills in Service Cloud administration, data management, and analytics. By achieving this certification, professionals can enhance their career prospects and demonstrate their expertise in managing Service Cloud implementations.
NEW QUESTION # 20
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Embedded Chat Service
- C. Case Assignment Rules
- D. Customer Community
Answer: B
NEW QUESTION # 21
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 articles with the lowest rating.
- B. Knowledge articles created by call center agents.
- C. Knowledge search query with no results.
- D. Number of knowledge articles in each data category.
Answer: A,C
NEW QUESTION # 22
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Follow the SMEs to receive automatic updates when they add case comments
- C. Use hashtag (#) to track the customer case and SMEs comments
- D. Bookmark all the comments related to the issue from SMEs
Answer: A
NEW QUESTION # 23
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Use Omni-Channel to automatically route inbound email
- B. Assign a user to manually manage incoming email
- C. Convert to an On-Demand Email-to-Case setup
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION # 24
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION # 25
The Universal Containers sales team has been so successful insigning new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Ask sales reps to respond to support Cases.
- C. Add more supportphone lines.
- D. Limit Customers to 5 Cases per day.
Answer: A
NEW QUESTION # 26
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 report run time
- D. Contact list view edit time
Answer: C
NEW QUESTION # 27
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. All Cases closed Month-to-date
- C. Case resolution time
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: C,D,E
NEW QUESTION # 28
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Omni-channel
- B. Case milestones
- C. Entitlements
- D. Case escalation
Answer: A,C,D
NEW QUESTION # 29
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. Set up insert Article into Social post and enable the customer community portal.
- C. Create a Visualforce page on the customer community portal.
- D. Create a Chatter group andinvite the customer to join with an external chatter user.
Answer: B
NEW QUESTION # 30
Which method can be used to route cases from social channels?
- A. Enable Social Network Profile and add workflow rules to the contact object.
- B. Enable Social Customer Service and addassignment rules to the case object.
- C. use Twitter-to-case and add workflow rules to the case object.
- D. Enable Social Network Profile and add assignment rules to the case object.
Answer: B
NEW QUESTION # 31
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Agent skill-based routing and predictive dialer
- B. Average handling time and first call resolution time
- C. Automatic call distributor and interactive voice response
- D. Workforce management and customer satisfaction score
Answer: C
NEW QUESTION # 32
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Access to custom objects
- C. Simpler and easier to configure
- D. Better reporting
Answer: A,B,D
NEW QUESTION # 33
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 a customer survey for customers calling in to identify the severity and impact of the recall.
- B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- C. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
- D. Set up IVR with an automated response for customers affected by the recall to defect calls.
Answer: D
NEW QUESTION # 34
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Configure Assignment Rules based on Case Priority.
- B. Configure Success, Warning, and Violation Actions for Milestones.
- C. Add the Entitlements related list to the Account Page Layout.
- D. Create a Report of all active Entitlements grouped by Customers.
Answer: A,C
NEW QUESTION # 35
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 a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- E. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
Answer: C,D,E
NEW QUESTION # 36
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Answer: B
NEW QUESTION # 37
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