Free 2022 Service Cloud Consultant ADM-261 dumps are available on Google Drive shared by TestkingPass
Welcome to download the newest TestkingPass ADM-261 PDF dumps: https://prepaway.testkingpass.com/ADM-261-testking-dumps.html ( 349 Q&As)
NEW QUESTION 157
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom indexes
- B. Custom search
- C. Tiered data strategy
- D. Record types
- E. Divisions
Answer: A,C,E
NEW QUESTION 158
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
- A. Enable and configure wildcards for article searches
- B. Require that an article be added when closing a case
- C. Restrict the Manage Articles user permission
- D. Set up an intuitive Data Category hierarchy
Answer: C,D
NEW QUESTION 159
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using Communities by month.
- B. Average call handle time by team.
- C. Number of cases closed by self-service users.
- D. Number of Knowledge articles created each month.
Answer: A,C
NEW QUESTION 160
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
- A. Assign users to a Public Group with access to the service console app.
- B. Assign users to a Permission Set with access to the service console app.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Permission Set granting the Service User license.
Answer: B,C
NEW QUESTION 161
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 162
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers alsoneed the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites withKnowledge and Web-to-Case
- B. Visualforce and Self-Service Portal
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: C
NEW QUESTION 163
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat user profile.
- B. Verify that users have access to the chat buttons.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat public group.
Answer: C
NEW QUESTION 164
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Review case history and activities for Agents B and C
- B. Build a dashboard to display individual performance by agent versus the team goal
- C. Update case assignment rules to route more cases to Agent A
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Lower the target for entire team to that of Agent A
Answer: A,B,D
NEW QUESTION 165
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure Assignment Rules based on Case Priority.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Answer: A,B
NEW QUESTION 166
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Post report information on Chatter.
- D. Update case data for a customer.
Answer: A,B
NEW QUESTION 167
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?
- A. Plan, Prepare, Validate, Execute, Test
- B. Prepare, Plan, Validate, Execute, Test
- C. Plan, Prepare, Test, Execute, Validate
- D. Prepare, Plan, Test, Execute, Validate
Answer: A
NEW QUESTION 168
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. Data Integration via SOAP API
- B. Cloud-to-Cloud Integration Toolkit
- C. Java Language Specific Toolkit
- D. Bulk Data Transfer API
Answer: D
NEW QUESTION 169
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Deploy based on the numberof trainers available
- D. Migrate agents to Force.com Connect Offline during deployment
Answer: A
NEW QUESTION 170
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call routing accuracy
- B. Optimized use of resources
- C. Increased call deflection
- D. Reduced issueresolution time
- E. Reduced support channels
Answer: B,D,E
NEW QUESTION 171
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
- A. Assign the Salesforce CTI license to Salesforce users
- B. Assign the Salesforce users to the Call Center.
- C. Use Apex to create an adapter to work with third-party CTI systems
- D. Install an adapter fromAppExchange to work with third-party CTI systems
- E. Create a SoftPhone layout and assign to user profiles
Answer: B,D,E
NEW QUESTION 172
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile andadd workflow rules to the contact object
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Enable social profile and add assignment rules to the case object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
Answer: C
NEW QUESTION 173
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. Time spent by account year to date
- B. Escalated cases by account month to date
- C. New cases opened by the account channel
- D. High priority cases opened by account month to date
Answer: B,D
NEW QUESTION 174
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report that displays# of cases with articles attached during the past 2 months
Answer: B,D
NEW QUESTION 175
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