Service Cloud Consultant ADM-261 Dumps | Updated Oct 09, 2021 - VCEEngine
Master 2021 Latest The Questions Service Cloud Consultant and Pass ADM-261 Real Exam!
NEW QUESTION 33
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Performance for high volume of interactions
- B. Strategies to maximize call deflection
- C. Integration with Field service teams and apps
- D. Integration with Lead Generation team and apps
Answer: A,D
NEW QUESTION 34
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Case volume by channel.
- B. Cases created by type.
- C. Open cases by reason.
- D. Average case stage duration.
Answer: D
NEW QUESTION 35
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Utility Bar
- D. Open multiple case records as tabs and sub tabs
Answer: A,B
NEW QUESTION 36
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
- A. Last modified date and frequent search terms
- B. Original creation date and average rating of articles
- C. Original creation date and total number of article views
- D. Last modified date and number of recent article views
Answer: D
NEW QUESTION 37
Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Web to case forms
- B. On-Demand Email-to-case
- C. Standard email to case
- D. Omni channel routing
Answer: B
NEW QUESTION 38
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Upsell percentage
- B. First call resolution
- C. Average handle time
- D. Customer retention
Answer: B,C
NEW QUESTION 39
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A. Evolving content-based product lifecycles
- B. Developing a knowledge base on the experience of an individual
- C. Creating content as a result of solving issues
- D. Rewarding learning, collaboration, sharing and improving.
Answer: C,D
NEW QUESTION 40
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. The specific quick action must be added to the case record Type.
- C. Quick Actions must be enabled in the org.
- D. The specific quick action must be added to the case Feed.
Answer: C,D
NEW QUESTION 41
UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Configure LiveMessage
- B. Create quick actions
- C. Activate quick test
- D. Deploy Pre-Chat form
Answer: C,D
NEW QUESTION 42
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Permission must be granted to users.
- B. Publisher Actions used in the macros must be on the page layout.
- C. The Run Macros Action must be on the page layout.
- D. The Macros widget or utility must be added to the console.
- E. Users must use Lightning Experience.
Answer: A,B,E
NEW QUESTION 43
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Skills -based routing
- B. Workforce management
- C. Interactive voice response
- D. Private branch exchange
Answer: A
NEW QUESTION 44
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom view on the Case tab.
- B. Create a custom report.
- C. Create a custom related list on the case.
- D. Create a custom Visualforce page.
Answer: D
NEW QUESTION 45
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. Require agents to check a box on case when submitting a new suggested article
- B. Measure & reward agents based on the # of new articles approved for publication
- C. Measure & reward agents based on the # of new articles submitted for approval
- D. Create a dashboard for articlessubmitted by agents & approved for publication
Answer: C,D
NEW QUESTION 46
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Simpler and easier to configure
- D. Access to custom objects
Answer: A,B,D
NEW QUESTION 47
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Computer Telephone Integration
- B. Social Customer Service
- C. Live Agent
- D. Interactive Voice Response
Answer: B,C
NEW QUESTION 48
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Workforce management and customer satisfaction score
- B. Automatic call distributor and interactive voice response
- C. Average handling time and first call resolution time
- D. Agent skill-based routing and predictive dialer
Answer: B
NEW QUESTION 49
For which purpose should 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 been open for more than 72hours
- D. To automate business processes for agents who troubleshoot customer support issues via phone
Answer: D
NEW QUESTION 50
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- B. Document the requirements gap and communicate development options to the project team
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Add development resources to the project team to build out the additional requirements.
Answer: B
NEW QUESTION 51
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 Case Assignment Rules
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Omni-Channel withMost Available Routing
- D. Configure Live Agent Skills-based Routing
Answer: C
NEW QUESTION 52
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- C. Article permission sets allow agents to participate in the article publishing process
- D. Approval process CANNOTallow publishing of articles that have specific validation statuses
Answer: C
NEW QUESTION 53
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Create an email template to send articles as PDF attachments.
- B. Enable article submission during case close.
- C. Enable article customization for open cases.
- D. Enable suggested articles on new cases.
- E. Enable agents to create their own personal articles.
Answer: A,B,D
NEW QUESTION 54
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Field Service Lightning
- B. Customer Community
- C. Lightning Service Console
- D. An AppExchange Solution
Answer: A
NEW QUESTION 55
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Path for Cases
Answer: C
NEW QUESTION 56
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Net promoter Score
- B. Customer Purchase History
- C. customer satisfaction Survey
- D. Service Level Agreement
- E. Customer SupportRequests
Answer: A,B,C
NEW QUESTION 57
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Handles more the 10,000 emails a day
- B. Requires the use of Transport Layout Security (TLS)
- C. Accepts attachments from emails
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION 58
......
A fully updated 2021 ADM-261 Exam Dumps exam guide from training expert VCEEngine: https://www.vceengine.com/ADM-261-vce-test-engine.html
Practice To ADM-261 - VCEEngine Remarkable Practice On your Service Cloud Administration Exam: https://drive.google.com/open?id=1crGWHj1pw4K2MNt10Z5KPz--7zA8ZkeT
