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Salesforce ADM-261 Exam Dumps

Salesforce ADM-261 Exam Dumps

Service Cloud Administration (WI24)

355 Questions & Answers with Explanation
Update Date : June 05, 2024
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Salesforce ADM-261 Sample Questions

Question # 1

A Global company requires public documents to betranslated into multiple languages.Which implementation should the consultant recommend?

A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files



Question # 2

What is a business continuity challenge in a cloud-based contact center that operates24/7? Choose 2 answers

A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage



Question # 3

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

A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents



Question # 4

The cost of service for Universal Containers' contact centers has steadily increased. Whatsolution should a consultant recommend to help reduce the cost of service in the contactcenters? Choose 2 answers.

A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.



Question # 5

Universal Containers wants to be able to assign Cases based on the same criteria they usefor Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing
B. Live AgentQueue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules



Question # 6

Which task should beincluded in a business continuity plan for a contact center? Choose 3answers.

A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update thecase status field values.
E. Monitor service level agreements (SLAs) and notify customers.



Question # 7

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will helpUniversal Containers meet this requirement?

A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System



Question # 8

Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?

A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.



Question # 9

Universal Containers wants articles to be suggested to agents based on information theyare typing into the case. Which solution should a consultant recommend?

A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.



Question # 10

Universal Containers wants to provide its customers with more support options.Which three should a Consultant recommend? Choose 3 answers

A. Create a Customer Community
B. UtilizeKCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience



Question # 11

Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added



Question # 12

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.



Question # 13

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans



Question # 14

Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.

A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria



Question # 15

Universal Containers is changing their case management system to Salesforce. All activeaccounts, contacts, open cases, and closed cases for the past five years must be migratedto Salesforce for go-live.Which approach should the Consultant use for data migration?

A. Prepare, Plan, Text, Execute, Validate
B. Prepare, Plan, Validate, Execute, Text
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text



Question # 16

A company provides customer support for new products and for routine maintenance ofexisting products. These cases have many identical stages and fields, however, themaintenance cases are unique and have additional stages and fields that need to becaptured. Which two features would meet this requirement? Choose 2 answers 

A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types



Question # 17

The Service Manager at Universal Containers is concerned that users will NOT be able tomanage cases in the Service Console efficiently and reduce clicks.Which feature should a Consultant implement to address this concern?

A. ConfigureMacros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts



Question # 18

Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history •Level of contracted support • List of replaceable parts Which system can Salesforceintegrate with to retrieve this information and make it available to techniciansin the field? 

A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform



Question # 19

UC must provide contact center agents with access to a customer's payment history if thecall 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 externalsystem containing over 20 million records. Agents do not want to maintain separate loginsessions for Salesforce and the billing system. What solution should a consultantrecommend?

A. Create a custom web service to handle invoice inserts and updates from the billingsystem
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out



Question # 20

What key metric should a contact center manager use to evaluate the effectiveness of anew Service Cloud implementation? (Choose 2)

A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published



Question # 21

What key metric should a contact center manager use to evaluate the effectiveness of anew Service Cloud implementation? (Choose 2)

A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published



Question # 22

SLA says agent must respond within one hour, or if marked "urgent", resolve within oneday. How can this best be achieved?

A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules



Question # 23

The Service Manager at Universal Containers wants to improve the adoption of publicKnowledge Articles and has decided to review published articles that have NOT beenupdated in the last 90 days, so that out-of-date articles can be refreshed. Which solutionwill allow the Service Manager to see the articles that need to be reviewed?

A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.



Question # 24

For which purposeshould a contact center use Visual Flow?

A. To assign follow-up tasks to an agent one week after a case is closed.
B. To automatically assign cases to a specific queue based on the customer support level
C. To escalate to the support manager if it has beenopen for more than 72 hours
D. To automate business processes for agents who troubleshoot customer support issues via phone



Question # 25

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 satisfiedand the issue has been resolved. What solution should a consultant recommend to meetthis requirement?

A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules toassign the case to a case queue



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