Get 100% Passing Success With True ADM-261 Exam! [Oct-2021]
Salesforce ADM-261 PDF Questions - Exceptional Practice To Service Cloud Administration
NEW QUESTION 72
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the Live Agent feature license.
- B. verify that users have access to the Live Agent chat buttons.
- C. Verify that users have access to the Live Agent public group.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION 73
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- B. Create three article types for each product area (Personal Banking, Mortgage, CD).
- C. Create two articletypes to display information (Question/Answer, Product Info).
- D. Create two data categories to display information (Question/Answer, Product Info).
Answer: A,C
NEW QUESTION 74
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. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION 75
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Mix telephony interactions with email and chat
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: A,D
NEW QUESTION 76
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It utilizes the SoftPhone capability from within the Salesforce application
- B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- C. It is an intermediary between a telephony system and a Salesforce CRM call center user
- D. It allows voicemails to be captured and stored as attachments on cases
Answer: A,C
NEW QUESTION 77
What is thecapability of case feed?
- A. Embed case feed functionality within a visual force page.
- B. Enable call control using the CTI case feed publisher.
- C. Add custom visual force pages to the case feed page layout.
- D. Switch from case feed to standard detail pages using a console component
Answer: A
NEW QUESTION 78
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION 79
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Add the Submit Feedback button to articles.
- D. Add the Submit Feedback button on the Solutions tab.
Answer: B
NEW QUESTION 80
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of lead referrals
- B. Number of attempts to contact
- C. Number of closed cases
- D. Number of outbound calls per day
Answer: B,D
NEW QUESTION 81
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Most popular articles
- B. # of articles per agent
- C. # of cases via email
- D. Total cases created
Answer: A,D
NEW QUESTION 82
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a page layout for each article type and assign them to each team based on their product specialization
- B. Create an article action for each record type and assign them to each team based on their product specialization
- C. Create a permission set for each record type and assign them to each team based on their product specialization
- D. Create a data category for each product and assign them to each team bases on their product specialization
Answer: D
NEW QUESTION 83
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
- A. Java Language Specific Toolkit
- B. Data Integration via SOAP API
- C. Cloud-to-Cloud Integration Toolkit
- D. Bulk Data Transfer API
Answer: D
NEW QUESTION 84
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Update the case status field values.
- C. Deliver training on case handling for contingentstaff.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: A,C,E
NEW QUESTION 85
A customer-submitted case is routed to a service desk agentat Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement relatedlist to account page layouts.
- B. Add a Validation Rule that ensures each Account has an entitlement.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add the entitlement lookup field to case page layouts.
Answer: A
NEW QUESTION 86
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Reduce the cost per call
- B. Align agent performance goals with KPIs
- C. Hireadditional support agents
- D. Train support agents
Answer: B,D
NEW QUESTION 87
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