ADM-261 Practice Exam Tests Latest Updated on Feb-2022
Pass ADM-261 Exam in First Attempt Guaranteed Dumps!
NEW QUESTION 108
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 notcontributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Create a dashboard for articlessubmitted by agents & approved for publication
- C. Require agents to check a box on case when submitting a new suggested article
- D. Measure & reward agents based on the # of new articles submitted for approval
Answer: B,D
NEW QUESTION 109
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Developing a knowledge base on the experience of an individual
- B. Creating content as a result of solving issues
- C. Evolving content-based product lifecycles
- D. Rewarding learning, collaboration, sharing and improving.
Answer: B,D
NEW QUESTION 110
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION 111
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 112
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform 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?
- A. Configure Omni-Channel withMost Available Routing
- B. Configure Case Assignment Rules
- C. Configure Live Agent Skills-based Routing
- D. Configure Omni-Channel with Least Active Routing
Answer: A
NEW QUESTION 113
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Service Cloud portal (Customer Community)
- B. Enterprise admin
- C. Sites
- D. Partner portal
Answer: C
NEW QUESTION 114
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. New cases opened by account channel
- B. Escalated cases by account month-to-date
- C. Time spent by account year-to-date
- D. High priority cases opened by account month-to-date
Answer: B,D
NEW QUESTION 115
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?
- A. Field Service
- B. Mobile Connect
- C. Contact Request
- D. omni Channel
Answer: A
NEW QUESTION 116
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. SalesforceKnowledge
- B. Live Agent
- C. Salesforce for Twitter
- D. Open CTI
Answer: A
NEW QUESTION 117
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION 118
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Waterfall
- B. Agile
- C. Kanban
- D. Lightning Platform
Answer: B
NEW QUESTION 119
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
- A. Service Cloud Console
- B. Customer Community
- C. Knowledge Base
- D. Automatic CallDistribution
Answer: B,C
NEW QUESTION 120
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?
- A. Configure Macros
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: B
NEW QUESTION 121
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. Configure data category values for each product
- B. Configure article types for each kind of content
- C. Configure workflow rules for each data category
- D. Define approval processes for each product
- E. Define approval processes for eacharticle type
Answer: A,B,C
NEW QUESTION 122
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 123
What is a benefit of a customercommunity? Choose 2 answers.
- A. Eliminates the need to track service level agreements
- B. Eliminates the need for support agents
- C. Enables customers to log inquires without contacting an agent
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION 124
......
Service Cloud Consultant Free Certification Exam Material from VerifiedDumps with 349 Questions: https://www.verifieddumps.com/ADM-261-valid-exam-braindumps.html
ADM-261 Dumps Full Questions - Exam Study Guide: https://drive.google.com/open?id=1ZoIEWGCWMswIFVTVsP6ZDC5s2FIwC3k4
