ADM-261 PDF Dumps Real 2022 Recently Updated Questions [Q97-Q118]

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ADM-261 PDF Dumps Real 2022 Recently Updated Questions

Released Salesforce ADM-261 Updated Questions PDF

Q97. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

Omni-Channel

Page Layouts

Record Types

Support Processes

Article Types

Q98. Universal Container’s customers like speaking to a live support agent on complex product issues. Thiscauses a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

Contact Requests

Social Customer Service

Embedded Chat Window

Open CT1

Q99. Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents’ desktop based on their assigned interaction channels.
What is the best solution?

Createmultiple agent console applications and configure the Iayout based on the user’s requirements.

Create multiple Salesforce Console for Service applications and configure them based on user’s requirements.

Create case page layouts for each interactionchannel and assign them to different agent profiles.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

Q100. UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?

Automatic call distributor and interactive voice response

Workforce management and customer satisfaction score

Average handling time and first call resolution time

Agent skill-based routing and predictive dialer

Q101. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

Create a report using the case historical trending reporttype.

Create a report using the case snapshot report type.

Create a report using the case age report type.

Create a report using the case lifecycle report type.

Q102. 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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Q103. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

Q104. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the CaseFeed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

Q105. Which native Service Cloud solution is used for case satisfaction surveys?

Create a Web-to-case form with a custom case typeof survey

Enable the case survey option on the case object

Enable the case survey auto-response rule

Check the survey option in the case settings

Q106. The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

Knowledge Base

Customer Community

Automatic CallDistribution

Service Cloud Console

Q107. 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

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

Q108. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

Configure the Case highlights panel

Add aVisualforce page to the Case layout

Create Salesforce Classic Quick Action

Configure Case Feed page layouts

Q109. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking onthe case object.

Q110. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

Q111. Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

It is a server based software program that controls the behavior of a Salesforce SoftPhone

It is an intermediary between a telephony system and a Salesforce CRM call center user

It utilizes the SoftPhone capability from within the Salesforce application

It allows voicemails to be captured and stored as attachments on cases

Q112. Which solution should a consultant recommend?

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Q113. Which support channel requires the smallest amount of agent work time?

Web to case

Email to case

Web self service

Chat

Q114. How is the hash mark (e.g., #salesforce) used in chatter?

Ties the Chatter message to a topic

Indicates a clickable URL hyperlink

Indicates the name of a groupin which to place the Chatter message

Links the Chatter message to Twitter

Q115. 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?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

Q116. Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universalcontainers service cloud instance

Bulk Data Transfer API

Java Language Specific Toolkit

Data Integration via SOAP API

Cloud-to-Cloud Integration Toolkit

Q117. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API tointegrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

Q118. A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Average number of activities per case

Average number of articles attached to a case

Total number ofcases by origin

Average customer satisfaction score by case