[Aug-2023] Salesforce ADM-261 Dumps – Secret To Pass in First Attempt [Q39-Q56]

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[Aug-2023] Salesforce ADM-261 Dumps – Secret To Pass in First Attempt

Salesforce ADM-261 Exam Dumps [2023] Practice Valid Exam Dumps Question

Holding the Salesforce ADM-261 certification not only enhances a professional’s marketability, but it also validates their expertise in the Service Cloud administering to the stakeholders. Service Cloud Administration certification equips professionals with the tools required to manage complex customer service operations with Service Cloud, in addition to expanding their Salesforce platform knowledge.

NO.39 Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

Ability to determine if a customer has escalated a case in the past

Ability to specify unique service levels for each customer

Ability to prompt callers for the service contract number within IVR menus

Ability to enforce service levels with the time-dependent processes

NO.40 Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

Ensure each laptop has a modern browser installed.

Coach users on minimizing open console tabs.

Allow the user to log into Live Agent from multiple browsers.

Add additional components to the Lightning console.

NO.41 Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Company Community

Employee Community

Customer Community

Partner Community

NO.42 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

NO.43 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console

Build a customer visual force page with the list view and assign it to the console sidebar.

Configure the case list under custom console components so users can view the list view along with the case view

Recommend opening the caselist view in a separate browser tab and use the window alongside the case view

NO.44 Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API tointegrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

NO.45 Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

AssignArticle types to the Community

Enable Public Solutions

Enable Article deliveries

Publish Articles to external channels

Configure Content Library permission

NO.46 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.

NO.47 Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the Case Feed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

NO.48 A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination 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

NO.49 SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this best be achieved?

Use entitlements to define a process and milestones

Use case teams to close

Use escalation rules

NO.50 A contactcenter 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 ofcases by origin

Average customer satisfaction score by case

NO.51 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

NO.52 Universal Containers needs to ensure itis 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 Containersneed in order to gather this information? Choose 3 answers

Automatic Call Distributor (ACD)

Entitlements

Workflow Management (WFM)

Chat log history

Interactive Voice Response (IVR)

NO.53 UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

Allow agents to create Knowledge articles when closing a case.

Require agents to create Knowledge articles when opening a case.

Add the Submit Feedback button to articles.

Add the Submit Feedback button on the Solutions tab.

NO.54 Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture 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-serviceportal 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

NO.55 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

NO.56 Which feature should a consultantconfigure to allow global service reps to call customers from within the lightning service console?

Open CTI

Lightning dialer

Local presence

Macros

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