[Q103-Q125] ADM-261 Certification Exam Dumps Questions in here [Sep-2022]

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ADM-261 Certification Exam Dumps Questions in here [Sep-2022]

Updated ADM-261 Exam Practice Test Questions

Q103. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

Configure Case AssignmentRules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

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 Case Feed.

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. Universal Containers’ agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

Create a custom list view for cases, contacts, and orders and pin them to the side bar.

Enable the “Access Recent Items” user permission on the user profiles.

Enable the “History” component within the Salesforce Console for Service.

Embed a “Recent Items” Visualforce component into the Salesforce Console for Service.

Q106. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

Q107. Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

On-demand email to case

On-demand email to case with sites

Email to case with web to case

Email to care with Site

Q108. The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?

Provide the Service Manager with edit permissions to the standard Knowledge Article views.

Provide the Service Manager with edit permissions to the standard Knowledge Article reports.

Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

Q109. When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

Case queues

Case custom reports

Caseassignment rules

Case dashboards

Q110. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

Q111. Auto Response rules work on which objects?

Leads and Cases

Leads and accounts

Accounts and Opportunity

Accounts and Cases

Q112. Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

Telephony

Order Fulfillment

Enterprise Resource Planning (ERP)

Marketing

Q113. Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

Omni Channel

Process Builder Assignment

Live Agent

Case Assignment Rules

Q114. Which of the following utilize the “Automated Case User” (Choose 3 answers):

When a case is automatically assigned using assignment rules this user is listed in the case history

When an email notification is triggered via workflow this user is listed in the case history

When a case is escalated this user is listed in the case history

When a case is created via Web-To-Case this user is listed in the case history

When a case is created via Email-To-Case this user isassigned as the case owner

Q115. Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

Ability to determine if a customer has escalated a case in the past

Ability to specify unique service levels for each customer

Ability to prompt callers for the service contract number within IVR menus

Ability to enforce service levels with the time-dependent processes

Q116. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?

Create a custom related list on the case.

Create a custom view on the Case tab.

Create a custom Visualforce page.

Create a custom report.

Q117. Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Set up Milestones.

Enable Work Orders.

Create an Entitlement Process.

Configure Service Contracts.

Q118. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gaps in the knowledge base

Reduces incoming call volume

Q119. What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

Numberof cases escalated by agent

Number of articles created by agent

Number of articles attached to a case

Number of solutions created by agent

Q120. 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

Contacts

Products

Service contracts

Case history

Q121. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Add development resources to the project team to build out the additional requirements.

Adjust the project scope to accommodate new requirements and continue with the original project schedule

Document the requirements gap and communicate development options to the project team

Q122. UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

Configure LiveMessage

Activate quick test

Create quick actions

Deploy Pre-Chat form

Q123. The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

First Call Resolution

Average Handle Time

Service-Level Agreements

Time to Answer

Q124. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

Q125. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Salesforce for Twitter

Live Agent

SalesforceKnowledge

Open CTI