Free Dumps for ADM-261 Service Cloud Administration Exam

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Service Cloud Administration ADM-261 exam is pop one of Salesforce certification tests. The latest Salesforce ADM-261 exam dumps are the best material for you to test all the related skills. Free Salesforce certification ADM-261 exam dumps questions are available below.

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1. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

Create the data categories and set up the data category values.

Set up a zip file that contains the CSV, HTML, and image files.

Create the custom fields for the slide type

Set up the article actions and assign publishers to each action

Set the publication status of the article tame to draft status

2. UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

Partner portal

Service Cloud portal (Customer Community)

Enterprise admin

Sites

3. Which metric influences customer satisfaction? Choose 2 answers

After call work

Cost per call

First call resolution

Call quality

4. You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update.

What does the hashtag do?

Returns a link that returns a post with the same reference

Tag another chatter user

Deletes posts

5. 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 on the case object.

6. UniversalContainers plans to migrate data into SFDC from a legacy system.

Which step should be taken before performing the migration of the data (Choose 2)?

Normalize database

Perform data cleaning

Enable data validation rules

Develop data map

7. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

Answers can be exposed to partner portal users

External users can subscribe to Answers

Escalate a question to a case

Knowledge articles can be created from Answers

Select best answers for questions.

8. Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce.

What should a consultant recommend to meet this requirement?

Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

Configure the agent console and display the articles, case view, and external system custom object

Create a custom Visualforce page to display case list view, external system, and knowledge articles

9. Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system

What are the two common places to embed these call controls?

Choose 2 answers

On the left sidebar of Salesforce Classic

On a new tab in the agent's browser

On the footer of the Lightning Console

On the Highlights Panel of a Primary tab

10. 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?

Automatic Call Distributor

Private Branch Exchange

Interactive Voice Response

Time and Attendance

11. UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied

and the issue has been resolved.

What solution should a consultant recommend to meet this requirement?

Use workflow rules to send an email to the customer

Use escalation rules to assign the case to a case queue

Use auto-response rules to send an email to the customer

Use assignment rules to assign the case to a case queue

12. Which application will allow a client to enable Ideas on a public website?

Partner portal

Self-service portal

Sites

Customer portal

13. A company has a requirement to keep all emails behind their firewall, they have 200 agents.

What should they use?

Community

Email to Case

Web to Case

On Demand Email to Case

14. UC wants to reduce incoming support phone call volume.

What action can be taken to meet this requirement? Choose 2 answers.

Implement Service Cloud console to support agents

Leverage Live Agent for web-based chat

Enable service contracts and entitlements

Implement Salesforce Knowledge on a portal

15. Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

Assign user to public group with access to the service console app

Assign users a permission with access to the service console app

Assign users a sharing rule with access to the service console app

Assign users a profile with access to the service console app

16. For which purpose should a contact center use visual workflow?

To escalate a case to the support manager if it has been open for more than 72 hours.

To automatically assign cases to a specific queue based on the customer support level.

To assign follow-up tasks to an agent one week after a case is closed.

To automate business processes for agents who troubleshoot customer support issues via phone.

17. Thecost of service for Universal Containers contact centers has steadily increased.

What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

Enable Ideas in a customer portal

Enable Chatter for agent collaboration

Create auto-response templates for incoming emails

Enable Live Agent to handle incoming service inquiries

18. Which case submission process leverages Apex email services?

Web-to-Case

Email-to-Case

On-demand Email-to-Case

Case submitted using chat

19. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

What should the Consultant recommend implementing in the Lightning Service Console?

The Social Feed

A Twitter Macro

The Case Feed

A Custom Component

20. A case has not been closed even after 30 days, but those cases can be closed in 7 days.

What should the consultant do to overcome this? choose 2 options

Use auto response rule to send an email

Use escalation rule to send an email

Supervisors to investigate those cases

Identify those cases and assign to the closure team

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21. Universal Containers wants to implement Omni Channel within Service Cloud for its representatives.

What is the first step required to configure Omni Channel?

Enable Omni Channel in Setup.

Assign Users to the Omni Channel Feature License.

Assign Users to Omni Channel permissions.

Contact Salesforce to have Omni Channel enabled.

22. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been 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

23. The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

What could the company do to address this situation? (choose 2)

Require agents to check a box on case when submitting a new suggested article

Create a dashboard for articles submitted by agents & approved for publication

Measure & reward agents based on the # of new articles submitted for approval

Measure & reward agents based on the # of new articles approved for publication

24. 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.

25. What is the primary function of a private branch exchange (PBX)?

To receive multiple calls at one time

To use speech recognition to direct calls

To report the caller's background information

To mate calls to different agents

26. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

Highly available telecom solution

Periodic maintenance windows

Server hardware infrastructure rebuilds

System software restore after an outage

27. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases.

What should a consultant recommend to manage this process using Service Cloud?

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

28. UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?

Data loader, change sets, and Force.com Excel Connector

Force.com migration tool, Force.com IDE, and change sets

Visual Workflow, data loader, and Force.com IDE

Mass Transfer Records, change sets, and Force.com migration tool

29. Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search.

Which approach will ensure best system performance? Choose 3 answers:

Custom indexes

Tiered data strategy

Record types

Divisions

Custom search

30. 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.

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two article types to display information (Question/Answer, Product Info).

31. Why would customer upgrade from self-service to customer portal (Choose 3)?

Access to custom objects

Branded site

Simpler and easier to configure

Better reporting

32. When a Self Service Portal User adds a Case Comment the following actions take place:

An email is automatically sent to the case owner

A Workflow rules is activated

An Assignment Rule is Activated

None of the above

33. What solution should a consultant recommend while designing a plan to decrease a

company's cost per call? (Choose 2)

Increase the Call-to-Order ratio

Use integrated voice response

Bypass entitlement verification

Use suggested Knowledge articles

34. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce.

Which step will be required fort he implementation? Choose 3 answers

Create multiple CSV files, one for each article type

Create HTML files referencing image to be uploaded

Match each new article to an existing article type

Create a single CSV file, including all article types

Load all articles with the Apex data loader tool

35. A contact center 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 of cases by origin

Average customer satisfaction score by case

36. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.

Which approach should the Consultant use for data migration?

Prepare, Plan, Text, Execute, Validate

Prepare, Plan, Validate, Execute, Text

Plan, Prepare, Test, Execute, Validate

Plan, Prepare, Validate, Execute, Text

37. A Global company requires public documents to be translated into multiple languages.

Which implementation should the consultant recommend?

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

38. Universal Containers wants to track customer satisfaction (CSAT).

Which solution will automate the process for support agents to survey customers when cases are closed?

Enable the case survey object for the customer portal

Utilize an AppExchange package to handle customer surveys

Create a validation rule for case survey email templates

Modify the user interface settings for the case survey sidebar

39. 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?

Create multiple 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 interaction channel 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.

40. 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

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41. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Articles appearing in the Knowledge sidebar

Products and assets associated to the case

Knowledge articles attached to the case

Contract details related to the entitlement

42. Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

Customer Community

Web -to -Case

Live Agent

Knowledge Base

Chatter Answers

43. Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents.

How can this be accomplished?

Create an FAQ article type and configure the enable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

44. Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

Information Technology (IT) help desk

Telesales center

Human Resources (HR) help desk

Telemarketing center

45. 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?

Configure Omni-Channel Supervisor tab and 3rd party access.

Configure Live Agent Supervisor tab and Whisper Messages.

Add the Live Agent Component to the Utility bar.

Configure the SOS snap-in for the Lightning Service Console.

46. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

47. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center.

Which three features should a Consultant recommend? Choose 3 answers

Communities

Chatter Questions

Public Knowledge

Field Service

Macros

48. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portal Partner portal

Self-service portal

Partner portal

Force.com Web Services API

49. The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer.

Which tasks should be completed prior to UAT? (Choose 2)

Verification of the production migration checklist

Approval of test scripts from the business lead

Verification that sample data has been loaded

Fund customer approval on training materials

50. A manager has noticed an increasein average case age. This is negatively impacting 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 Lifecycle report type.

Create a report using the Case Age report type.

Create a report using the Case Historical Trending report type.

Create a report using the Case Snapshot report type.

51. A customer has recently implemented an on-premise telephony system that is common in

the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems.

What option should a consultant recommend?

Implement an on demand telephony solution provided by a vendor.

Use a computer telephony integration (CTI) adapter that supports its telephony system.

Create an API integration between Salesforce and the telephony system.

Build a custom computer telephony integration (CTI) adapter using the Toolkit.

52. Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

It is a server-based software program that controls the appearance and behavior of a Salesforce Soft Phone

It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based P

53. Auto Response rules work on which objects?

Leads and Cases

Leads and accounts

Accounts and Opportunity

Accounts and Cases

54. 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

55. Universal Containers Executives want to see contact center metrics from each of its different geographic regions.

How should a Consultant support this requirement?

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.

56. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications.

Which two configurations should a Consultant use when deploying the console? Choose 2 answers

Assign users to a Permission Set granting the Service User license.

Assign users to a Permission Set with access to the service console app.

Assign users the Service User license on their User record.

Assign users to a Public Group with access to the service console app.

57. A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet this requirement?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

58. A company receives support requests through a variety of email addresses and web forms for different parts of the business.

Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

Case Assignment Rules, Queues, Chatter Groups, Live Agent

Case Assignment Rules, Queues, Public Groups, Omni-Channel

Escalation Rules, Queues, Chatter Groups, Omni-Channel

Escalation Rules, Queues, Public Groups, Live Agent

59. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system.

What solution should a consultant recommend?

Create a custom web service to handle invoice inserts and updates from the billing system

Create a custom tab of type URL that displays a search page from the billing system

Import payment data into Salesforce and add to the contact page layout related list

Create a Visualforce page that retrieves payment information via a Web Service call-out

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

Web to case

Email to case

Webself service

Chat

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61. What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

Streamline the agent interface.

Enable templates for written responses.

Offer supports through Facebook and twitter.

Implement team productivity dashboards.

62. Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Enable social profile and add workflow rules to the contact object

Use Twitter-to-Case and add workflow rules to the case object

Enable social profile and add assignment rules to the case object

Use the routing queues provided with Salesforce for Twitter and Facebook

63. The VP of Service 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

64. UC is creating an inbound customer support contact 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

65. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

Assign a single agent to create the activities on all new onboarding cases.

Provide a macro that will automatically create the activities when executed.

Add an object-specific custom quick action to create new activities.

Hire a certified developer to write an apex trigger that creates each new activity.

66. Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats.

Which feature should a Consultant recommend?

Omni-channel Skills-based routing

Live Agent Queue-based routing

Omni-channel Queue-based routing

Case Skills-based Assignment Rules

67. Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

Number of Closed cases on first call

Average Number of days to close cases

Number of open cases per day

Number of cases escalated

Number of new customers added

68. 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 queue when 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?

Use a workflow rule with an action

Use a validation rule

Use a case assignment rule

Use an Apex trigger

69. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated.

How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose 'include files'.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

70. 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.

Number of outbound calls per day

Number of closed cases

Number of lead referrals

Number of attempts to contact

71. Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

Requirements traceability matrix

Solution design document

Project milestones

Project kickoff presentation

72. Universal Banking has customer support operations in both Canada and the United States.

Compliance regulations are listed below.

* Agent users in Canada can only view articles pertaining to Canadian products

* Agent users in the US can only view articles pertaining to US-based products.

How should article visibility be configured to enforce the compliance rules?

Create geography-based roles to restrict access using data categories

Create geography-based profiles to restrict access by mapping article types

Create geography-based profiles to restrict access using data categories

Create geography-based roles to restrict access by mapping article types

73. Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?

Choose 2 answers

Remove Apex code references to the Article Record Type field.

Configure the Visualforce page to use the Lightning Design System.

Rename the Visualforce page to "Lightning Knowledge"

Remove Apex code references to the Article Type field.

74. Universal Containers wants to reduce incoming support phone call volume.

What action can be taken to meet this requirement? Choose 2 answers.

Enable service contracts and entitlements.

Implement Salesforce Console for Service to support agents.

Leverage Live Agent for web-based chat.

Implement Salesforce Knowledge on a portal.

75. Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

Process Builder

Lightning Knowledge

Macros

Visual Workflow

76. Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center.

What metric should a contact center manager use to analyze this?

Percent of cases closed with an attached article

Percent of cases closed meeting the defined SLA

Percent of cases closed with chatter posts

Percent of cases closed on first contact

77. When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

Data Cleansing

Data Normalization

Activate data validation rules

Data mapping

78. 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 Call Distribution

Service Cloud Console

79. Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base.

Which metric should the service manager monitor? (choose 1 answer)

Number of article votes

Number of customer ratings

Number of approved articles

Number of archived articles

80. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

On a utility bar of the Lightning App

On a record Highlights Panel

On a record Activity Feed list

On the Calendar right hand panel

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81. Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

Force.com IDE

Agile

Kanban

Waterfall

82. UniversalContainers' 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.

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 universal containers service cloud instance

Bulk Data Transfer API

Java Language Specific Toolkit

Data Integration via SOAP API

Cloud-to-Cloud Integration Toolkit

84. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.

Which customer requirement would require the use of Email-to-Case?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

85. For which purpose should a contact center use Visual Flow?

To assign follow-up tasks to an agent one week after a case is closed.

To automatically assign cases to a specific queue based on the customer support level

To escalate to the support manager if it has been open for more than 72 hours

To automate business processes for agents who troubleshoot customer support issues via phone

86. Universal Containers CFO is looking for ways to reduce contact center costs.

Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

First call resolution

Average handle time

Upsell percentage

Customer retention

87. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume.

In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

Automatic Call Distributor (ACD)

Entitlements

Workflow Management (WFM)

Chat log history

Interactive Voice Response (IVR)

88. A company is planning for the migration of an existing knowledge base into Salesforce Knowledge.

Which set of factors should be considered in selecting which articles to migrate?

Last modified date and frequent search terms

Last modified date and number of recent article views

Original creation date and average rating of articles

Original creation date and total number of article views

89. Universal containers want to identify potential delays in the customer support process.

Which metric should the contact center management analyze? (Choose 1)

Case volume by channel.

Cases created by type.

Open cases by reason.

Average case stage duration.

90. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the first step in configuration and customization?

Create user profiles or permission sets

Enable Chatter Messenger for the organization

Enable Live Agent for the organization

Create an iframe to display the chat window

91. If you delete a case, which two also get deleted? (Choose two answers)

Account

Solution

Event

Attachments

92. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

93. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

Customize the lightning console that page.

Configure a chat validation rule.

Customize the pre-chat form.

Configure lightning guided engagement.

94. Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

Enable templates for written responses.

Increase the number of agents.

Improve the agent interface.

Employ surveys to confirm customer satisfaction.

95. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app m developer org and use an unmanaged package to deploy to production.

96. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community.

Which three features must be configured to accomplish this? Choose 3 answers

Email Alert

Email Relay

Email Template

Assignment Rule

Workfl

97. At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration.

What would the consultant recommend to expedite the handling of these cases?

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case to the product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

98. Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

99. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.

Which solution should a Consultant suggest to improve the efficiency of console users?

Enable Keyboard shortcuts

Define criteria-based record page components

Configure Macros

Create multiple Console layouts

100. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

Field Service Lightning

Lightning Console

Salesforce Mobile App

Employee Community

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101. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

Set up an intuitive Data Category hierarchy

Restrict the Manage Articles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

102. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent.

Which metric should be recommended? Choose 2 answers

Number of cases created sorted by order

Number of cases by type by owner

Number of cases in each status

Number of solutions created per agent

103. A customer-submitted case is routed to a service desk agent at 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?

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

104. 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?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

105. UC wants to implement a Knowledge management process with the 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, multiple products, 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 center agents who handle the product.

How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

Configure workflow rules for each data category

Configure article types for each kind of content

Define approval processes for eacharticle type

Define approval processes for each product

Configure data category values for each product

106. 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.

107. Universal Containers has activated Email-to-Case functionality to allow customers to

correspond with support agents via email.

Which options are available with Email-to-Case? (Choose 2)

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

108. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.

Use a second Console session.

Define a custom List View.

Add History to the Utility bar.

109. The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case.

Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

Create a case queue for all created or updated cases.

Create a case report that displays all created or updated cases.

Create an email alert notification for Case Teams.

Create a case list view that is filtered by My Case Teams.

110. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

Force.com Sites with Knowledge and Email-to-Case

Visualforce and Self-Service Portal

Force.com Sites with Knowledge and Web-to-Case

Force.com Sites and High-Volume Customer Portal

111. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers.

Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

Publish ongoing updates to the community knowledge base with details about the upgrade.

Communicate information about the upgrade to customers in advance.

Send routine status updates to customers via Chatter during the upgrade.

Replace the default outage page with a custom page containing upgrade information.

Notify customers once the upgrade is completed and full services are restored.

112. Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

113. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.

What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers

Assignthe Salesforce users to the Call Center.

Install an adapter from AppExchange to work with third-party CTI systems

Use Apex to create an adapter to work with third-party CTI systems

Create a SoftPhone layout and assign to user profiles

Assign the Salesforce CTI license to Salesforce users

114. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

Change Sets

Mass Transfer Records

Data Import Wizard

Data Loader

115. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report is a Summary or Matrix report.

The report contains a chart.

The report hasa standard Report Type.

116. Universal containers uses social media to monitor new trends and issues that require a response by their community team.

What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

117. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support.

What solution should a consultant recommend to prevent the scenario from happening in the future?

Add the entitlements related list to contact records

Add the entitlement contacts related list to account records

Add the assets related list to contact records

Add the service contract related list to contact records

118. Universal Containers wants to be able to assign cases based on the same criteria they use for chat.

Which feature should a consultant recommend?

Chat Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

119. The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Add more support phone lines.

Ask sales reps to respond to support Cases.

120. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

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121. 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 Assignment Rules 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.

122. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related 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.

123. What statement is true about the Salesforce Knowledge article lifecycle?

Approval process CANNOT allow publishing of articles that have specific validation statuses

Article permission sets allow agents to participate in the article publishing process

Articles CANNOT be published until they are reviewed and validated by a qualified author

Knowledge uses public groups as a way to assign users to specific tasks related to articles

124. 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

125. Which method can be used to route cases from social channels?

use Twitter-to-case and add workflow rules to the case object.

Enable Social Customer Service and add assignment rules to the case object.

Enable Social Network Profile and add workflow rules to the contact object.

Enable Social Network Profile and add assignment rules to the case object.

126. Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

Contact salesforce to have Omni channel enabled.

Enable Omni channel in setup.

Assign users to the Omni channel feature license.

Assign users to Omni channel permissions.

127. Customer Community to provide customers with a self-service option for support.

Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

Allows customers to customize their user interface

Allows customers the ability to collaborate

Allows customers to customize reports and dashboards

Allows customers to search a knowledge base.

128. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

What functionality should a consultant recommend to satisfy the UC's need?

omni Channel

Contact Request

Field Service

Mobile Connect

129. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal? Choose 2 answers

Representing metrics such as first-response and resolution time on cases

Monitoring the case escalation rule queue to confirm service levels are met

Identifying the customer contact associated with a particular stage of a service contract

Displaying whether a case response complies with a customer's service level agreement

130. 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

131. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

Configure Case Assignment Rules

Configure Omni-Channel with Most Available Routing

Configure Live Agent Skills-based Routing

Configure Omni-Channel with Least Active Routing

132. 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?

Create an article action for each record type and assign them to each team based on their product specialization

Create a permission set foreach record type and assign them to each team based on their product specialization

Create a page layout for each article type and assign them to each team based on their product specialization

Create a data category for each product and assign them to each team bases on their product specialization

133. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultant recommend to meet this requirement?

Implement Field Service Lightning.

Integrate with an enterprise resource planning system.

Develop and publish a knowledge management system

Configure Visual Flows on Salesforce mobile.

134. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management

system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

135. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

136. UC has discovered that the average time an agent takes to resolve a case has increased.

What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs

137. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter).

What should a consultant recommend to accomplish this?

Create a service cloud console to support all channel groupings.

Create an agent profile for each channel grouping.

Create a unique case page layout for each channel grouping.

Create an agent role for each channel grouping.

138. Universal Containers will be launching a telesales contact center.

What should be considered in the design? Choose 2 answers.

Integration with Field service teams and apps

Strategies to maximize call deflection

Performance for high volume of interactions

Integration with Lead Generation team and apps

139. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.

Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

140. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

Users must use Lightning Experience.

Publisher Actions used in the macros must be on the page layout.

The Macros widget or utility must be added to the console.

The Run Macros Permission must be granted to users.

The Run Macros Action must be on the page layout.

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141. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

Remove these fields from the page layout and add the components to the highlights panel.

Add these fields to the page layout and add the components to the highlights panel

Remove these fields from the page layout and add the fields to the highlights panel

Add the fields to the page layout and add the fields to the highlights panel.

142. Milestones can be added to which three object types? Choose 3 Answers

Work order

Case

Service

Entitlement

Account

Free Dumps for ADM-261 Service Cloud Administration Exam

Free Dumps for ADM-261 Service Cloud Administration Exam

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