Salesforce Exam 2024 ADM-261 Dumps Updated Questions UPDATED Nov-2024
Get The Most Updated ADM-261 Dumps To Service Cloud Consultant Certification
NEW QUESTION # 105
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 article types for each product area (Personal Banking, Mortgage, CD).
- B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- C. Create two data categories to display information (Question/Answer, Product Info).
- D. Create two articletypes to display information (Question/Answer, Product Info).
Answer: B,D
NEW QUESTION # 106
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for eacharticle type
- B. Configure article types for each kind of content
- C. Define approval processes for each product
- D. Configure data category values for each product
- E. Configure workflow rules for each data category
Answer: B,D,E
NEW QUESTION # 107
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Standard for managing customer support and delivery
- C. Share knowledge with the business partners
- D. Method for social media management
Answer: A,C
NEW QUESTION # 108
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. Follow the SMEs to receive automatic updates when they add case comments
- B. Bookmark all the comments related to the issue from SMEs
- C. Use hashtag (#) to track the customer case and SMEs comments
- D. @mention the SMEs on the case Chatter feed and follow the case
Answer: D
NEW QUESTION # 109
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
- A. Create an Entitlement Process.
- B. Set up Milestones.
- C. Enable Work Orders.
- D. Configure Service Contracts.
Answer: A,B
NEW QUESTION # 110
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Chatter Groups
- B. Field Service Lightning
- C. Service Cloud SOS
- D. Salesforce Knowledgebase
Answer: B,C
NEW QUESTION # 111
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Enable the case survey auto-response rule
- B. Create a Web-to-case form with a custom case typeof survey
- C. Check the survey option in the case settings
- D. Enable the case survey option on the case object
Answer: B
NEW QUESTION # 112
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to theassociated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION # 113
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 ratings on articles
- B. Report on the articles attached to cases
- C. Report on the articles followed in Chatter
- D. Report on agent feedback on articles
Answer: A,B
NEW QUESTION # 114
UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?
- A. Contact related list load time
- B. Contact view page load time
- C. Contact list view edit time
- D. Contact report run time
Answer: D
NEW QUESTION # 115
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Mass Email
- B. Public Groups
- C. Chatter Groups
- D. Escalation Rules
Answer: C
NEW QUESTION # 116
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Support Types
- B. Approval Processes
- C. Support Processes
- D. Record Types
Answer: C,D
NEW QUESTION # 117
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Visual Workflow
- B. Quick Text
- C. Macros
- D. Lightning Guided Engagement
Answer: B,C
NEW QUESTION # 118
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?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case age report type.
- C. Create a report using the case historical trending reporttype.
- D. Create a report using the case lifecycle report type.
Answer: D
NEW QUESTION # 119
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles with HTML, images, and links.
- D. Display articles in Salesforce Answers.
Answer: A,C
NEW QUESTION # 120
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure the SOS snap-in for the Lightning Service Console.
- B. Configure Omni-Channel Supervisor tab and 3rd party access.
- C. Add the Live Agent Component to the Utility bar.
- D. Configure Live Agent Supervisor tab and Whisper Messages.
Answer: D
NEW QUESTION # 121
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using portal
- B. Number of IVR inquiries without agent involvement
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: A,C
NEW QUESTION # 122
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Salesforce ADM-261 exam is designed to test the knowledge of professionals who are responsible for administering the Service Cloud in Salesforce. ADM-261 exam is intended for individuals who have experience in managing Service Cloud applications and want to demonstrate their expertise in the field. The ADM-261 exam is a requirement for obtaining the Salesforce Certified Service Cloud Consultant certification.
Salesforce Certified ADM-261 Dumps Questions Valid ADM-261 Materials: https://www.pass4leader.com/Salesforce/ADM-261-exam.html
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