Salesforce ADM-261 Exam Questions (Updated 2021) 100% Real Question Answers
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NEW QUESTION 55
Which case submission process leverages Apex email services?
- A. Case submitted using chat
- B. Web-to-Case
- C. Email-to-Case
- D. On-demand Email-to-Case
Answer: D
NEW QUESTION 56
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Partial sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Developer Pro sandbox for the DR exercise
Answer: A
NEW QUESTION 57
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide live and historical data on system performance
- B. To provide information planning planned maintenance
- C. To provide online security threat information
- D. To provide live support for system and data backup
- E. To provide best practices for continuity plans
Answer: A,B,C
NEW QUESTION 58
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Accounts
- C. Leads
- D. Cases
Answer: B
NEW QUESTION 59
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It is an intermediary between a telephony system and a Salesforce CRM call center user
- B. It utilizes the SoftPhone capability from within the Salesforce application
- C. It allows voicemails to be captured and stored as attachments on cases
- D. It is a server based software program that controls the behavior of a Salesforce SoftPhone
Answer: A,B
NEW QUESTION 60
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, Test, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: A
NEW QUESTION 61
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Assignment Rule
- B. Workfl
- C. Email Alert
- D. Email Template
- E. Email Relay
Answer: B,C,D
NEW QUESTION 62
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a page layout for each article type and assign them to each team based on their product specialization
- B. Create an article action for each record type and assign them to each team based on their product specialization
- C. Create a data category for each product and assign them to each team bases on their product specialization
- D. Create a permission set for each record type and assign them to each team based on their product specialization
Answer: C
NEW QUESTION 63
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Optimize the customer community for mobile devices to have access to the same support as desktops.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: C,D,E
NEW QUESTION 64
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers
- A. Total number of account and contact records in the database
- B. Account team relationship to the primary contact
- C. Case closure rules on the original case
- D. Visibility and accessto the work order records
- E. Work order and customer contact escalation requirements
Answer: C,D,E
NEW QUESTION 65
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 66
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles prior to a Live Agent session
- C. Suggest articles for a web-to-case question
- D. Recommend articles during a call for a support agent
Answer: B,C
NEW QUESTION 67
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reportingimplemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C
NEW QUESTION 68
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to public groups and specific publication states to each group.
- B. Assign article managers to publication teams and specific article actions to each team.
- C. Assign article managers to public groups and specific article actions to each group.
- D. Assign article managers to publication teams and specific publication states to each team.
Answer: C
NEW QUESTION 69
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Createa Customer Community
- B. Add Live Agent to public-facing sites
- C. Utilize KCS to manage Knowledge
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: B,C,D
NEW QUESTION 70
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Mix telephony interactions with email and chat
- B. Extend benefits to part-time agents
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: B,D
NEW QUESTION 71
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Answer: B
NEW QUESTION 72
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