Download the Latest ADM-261 Dumps - 2021 ADM-261 Exam Questions
Latest Salesforce ADM-261 Certification Practice Test Questions
NEW QUESTION 181
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. An AppExchange package
- C. Email-to-Case
- D. web-to-Case
Answer: A
NEW QUESTION 182
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used toaccomplish this?
- A. Partial Copy Sandbox
- B. Full Sandbox
- C. Developer Pro Sandbox
- D. Administrator Sandbox
Answer: A,B,C
NEW QUESTION 183
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 matrix report 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 reporting snapshot 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: A
NEW QUESTION 184
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, publish, feedback, approve, consume
- B. Create, feedback, publish, approve, consume
- C. Create, consume, feedback, approve, publish
- D. Create, approve,publish, consume, feedback
Answer: D
NEW QUESTION 185
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Lightning External Apps Starter
- C. Customer Community Plus
- D. Customer Community
Answer: D
NEW QUESTION 186
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. Lightning Guided Engagement
- B. Quick Text
- C. Visual Workflow
- D. Macros
Answer: B,D
NEW QUESTION 187
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 188
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 189
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 suggestto meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add multiple ELSE IF blocks after the IF block
- C. Add conditional logic to the instructions
- D. Create a formula to build the macro logic around
Answer: A,D
NEW QUESTION 190
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. All of the above
- B. Adds an activity or sends an email from the case record
- C. Reads the case
- D. Edits the case
- E. Adds a related comment to the case
Answer: D
NEW QUESTION 191
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 192
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
- A. On a record Activity Feed list
- B. On a record Highlights Panel
- C. On the Calendar right hand panel
- D. On autility bar of the Lightning App
Answer: A
NEW QUESTION 193
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. An organization-wide default of Public Read/Write on the Case object.
- D. A sharing set to grant the Customer Community user access to records associated to their Contact record.
Answer: A
NEW QUESTION 194
The Universal Containers' customer support organization has implemented 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.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles submitted for approval.
- B. Create a dashboard that includes articles submitted by agents and approved for publication.
- C. Measure and reward agents based on the number of new articles approved for publication.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,B
NEW QUESTION 195
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Embedded Chat Service
- C. Customer Community
- D. Web-to-Case
Answer: B
NEW QUESTION 196
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Chatter for agent collaboration.
- B. Create auto response templates for emails.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: B,D
NEW QUESTION 197
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?
- A. Enable Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create user profiles orpermission sets
- D. Create an iframe to display the chat window
Answer: A
NEW QUESTION 198
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. Public Groups
- B. Chatter Groups
- C. Escalation Rules
- D. Mass Email
Answer: B
NEW QUESTION 199
......
Verified ADM-261 Dumps Q&As - 1 Year Free & Quickly Updates: https://www.prep4pass.com/ADM-261_exam-braindumps.html
Get 2021 Updated Free Salesforce ADM-261 Exam Questions & Answer: https://drive.google.com/open?id=1pslx1BiIoMDdP7Tkmc3S50A-YBV-wxr6
