Grab latest Salesforce ADM-261 Dumps as PDF Updated on 2023
Newly Released ADM-261 Dumps for Service Cloud Consultant Certified
NEW QUESTION 104
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used toaccomplish this?
- A. Developer Pro Sandbox
- B. Administrator Sandbox
- C. Full Sandbox
- D. Partial Copy Sandbox
Answer: A,C,D
NEW QUESTION 105
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Project kickoff presentation
- B. Solution design document
- C. Requirements traceability matrix
- D. Project milestones
Answer: A,D
NEW QUESTION 106
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of article votes
- B. Number of customer ratings
- C. Number of approved articles
- D. Number of archived articles
Answer: A
NEW QUESTION 107
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. # of cases via email
- B. # of articles per agent
- C. Most popular articles
- D. Total cases created
Answer: C,D
NEW QUESTION 108
Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Service contracts
- C. Products
- D. Contacts
Answer: B,D
NEW QUESTION 109
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Average handle time
- B. Customer retention
- C. First call resolution
- D. Upsell percentage
Answer: A,C
NEW QUESTION 110
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers
- A. Report on agent feedback on articles
- B. Report on the articles attached to cases
- C. Report on agent ratings on articles
- D. Report on the articles followed in Chatter
Answer: B,C
NEW QUESTION 111
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Data Category to assign an article record type to a Reviewer.
- D. Approval Process that assigns an Article to a Reviewer Queue.
Answer: B,C
NEW QUESTION 112
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A. Enable Omni channel in setup.
- B. Contact salesforceto have Omni channel enabled.
- C. Assign users to the Omni channel feature license.
- D. Assign users to Omni channel permissions.
Answer: A
NEW QUESTION 113
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Workflow rules
- B. Validation rules
- C. Auto-response rules
- D. Assignment rules
Answer: A
NEW QUESTION 114
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Classic Knowledge
- B. Lightning Knowledge
- C. Salesforce Content
- D. Salesforce Files
Answer: A
NEW QUESTION 115
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 datacategories with custom visibility.
- D. Define topics for each knowledge article.
Answer: A,B,C
NEW QUESTION 116
All of the following objects may have a queue EXCEPT:
- A. Accounts
- B. Custom Objects
- C. Cases
- D. Leads
Answer: A
NEW QUESTION 117
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Increase the number of agents.
- B. Enable templates for written responses.
- C. Employ surveys to confirm customer satisfaction.
- D. Improve the agent interface.
Answer: B,C
NEW QUESTION 118
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Createa Customer Community
- B. Configure Chatter for public access
- C. Add Live Agent to public-facing sites
- D. Implement SOS for mobile experience
- E. Utilize KCS to manage Knowledge
Answer: C,D,E
NEW QUESTION 119
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Event
- B. Solution
- C. Attachments
- D. Account
Answer: A,C
NEW QUESTION 120
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Number of Portal Logins per Day
- B. Average Call Handle Time
- C. Cases by Support Channels
- D. Knowledge Article Usage
- E. Escalated Calls
Answer: A,C,D
NEW QUESTION 121
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?
- A. Entitlement processes, contract line items, milestones, and entitlements
- B. Entitlement processes, contracts, contract line Items, and entitlements
- C. Entitlement processes, milestones, milestone actions, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: C
NEW QUESTION 122
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of cases escalated by agent
- C. Number of articles created by agent
- D. Number of solutions created by agent
Answer: A,C
NEW QUESTION 123
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