ADM-261 Braindumps PDF, Salesforce ADM-261 Exam Cram
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NEW QUESTION 197
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Build an adapter using the telephony vendor's toolkit.
- B. Move to a cloud -based telephony system.
- C. Implement an adapter using the Telephony API.
- D. Implement an adapter built on Open CTI.
Answer: D
NEW QUESTION 198
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?
- A. An outbound message to a middleware platform to provide map details
- B. A mashup integration on the Account page to a third-party mapping service
- C. A custom tab of type URL that displays a map image of customer location
- D. A Web Service call-out that retrieves map details from the backend system
Answer: B
NEW QUESTION 199
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of Closed caseson first call
- B. Number of cases escalated
- C. Average Number of days to close cases
- D. Number of open cases per day
- E. Number of new customers added
Answer: B,C,D
NEW QUESTION 200
Field engineers often need to access current inventory levels of products thecustomer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Develop and publish aknowledge management system
Answer: B
NEW QUESTION 201
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 topics for each knowledge article.
- B. Define article types with public sharing settings.
- C. Define datacategories with custom visibility.
- D. Define a custom field to identify the subject.
Answer: B,C,D
NEW QUESTION 202
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Web-to-Case with assignment rules
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Omni-Channel with prioritized queues
Answer: B
NEW QUESTION 203
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. An AppExchange Solution
- B. Customer Community
- C. Lightning Service Console
- D. Field Service Lightning
Answer: D
NEW QUESTION 204
Universal Containers has an upcoming maintenance window where read-only access will be available.
Whichtwo actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Review existing cases for an account.
- C. Run and view Salesforce reports.
- D. Update case data for a customer.
Answer: B,C
NEW QUESTION 205
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Caseassignment rules
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION 206
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. Private Branch Exchange
- B. Time and Attendance
- C. Automatic Call Distributor
- D. Interactive Voice Response
Answer: D
NEW QUESTION 207
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Simpler and easier to configure
- B. Access to custom objects
- C. Better reporting
- D. Branded site
Answer: B,C,D
NEW QUESTION 208
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Upload the data into Salesforce and then run data cleansing tools.
- D. Cleanse the data outside of Satesfbrce and then migrate thedata.
Answer: D
NEW QUESTION 209
Which configuration item must be created when implementing Lightning Knowledge?
- A. File Types
- B. Attachment Types
- C. Record Types
- D. Article Types
Answer: C
NEW QUESTION 210
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Queue-based routing
- B. Omni-channel Skills-based routing
- C. Chat Queue-based routing
- D. Case Skills-based Assignment Rules
Answer: A
NEW QUESTION 211
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 212
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queuewhen specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a validation rule
- B. Use a workflow rule with an action
- C. Use a case assignmentrule
- D. Use an Apex trigger
Answer: B
NEW QUESTION 213
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 214
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a Dashboard for each Case Team.
- B. Create a single Dashboard with a Region filter.
- C. Create a single Dashboard with a Case Team filter.
- D. Create a Dashboard for each Region.
Answer: B
NEW QUESTION 215
Universal Containers is exploring ways to provide its customers with more self-service options inits new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Enable web -to -case on their public website.
- D. Use a community template to set up their customer community.
Answer: A,D
NEW QUESTION 216
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