[Mar 05, 2022] ADM-261 Exam Dumps - Try Best ADM-261 Exam Questions - Exams4sures
Verified ADM-261 exam dumps Q&As with Correct 349 Questions and Answers
NEW QUESTION 143
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call routing accuracy
- B. Optimized use of resources
- C. Increased call deflection
- D. Reduced issueresolution time
- E. Reduced support channels
Answer: B,D,E
NEW QUESTION 144
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. They are members of that Queue
- B. All of the above
- C. They are higher in the Role Hierarchy than a Queue Member
- D. If the OWD for sharing cases is Public Read/Write/Transfer
- E. They have a Contact Manager Profile
Answer: A,C
NEW QUESTION 145
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. Attachments and .html files must be referenced in a corresponding .zip file
- B. Each article must be associated to an article type
- C. A separate .csv import file is uploaded for each data category
- D. One .csv import file is uploaded for all article types
- E. A separate .csv import file is uploaded for each article type
Answer: A,B,E
NEW QUESTION 146
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Implement an on demand telephony solution provided by a vendor.
- B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: B
NEW QUESTION 147
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Set up Milestones.
- B. Configure Service Contracts.
- C. Enable Work Orders.
- D. Create an Entitlement Process.
Answer: A,D
NEW QUESTION 148
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Customer Community
- C. Employee Community
- D. Reseller Community
Answer: A
NEW QUESTION 149
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Grant managers the Manage Salesforce Knowledge permission.
- C. Grant managers the Manage Data Categories permission.
- D. Create at least two different data categories.
- E. Create at least two different article types.
Answer: A,B,E
NEW QUESTION 150
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. Create an iframe to display the chat window
- B. Enable Chatter Messenger for the organization
- C. Enable Live Agent for the organization
- D. Create user profiles orpermission sets
Answer: C
NEW QUESTION 151
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Assign a user to manually manage incoming email
- B. Convert to an On-Demand Email-to-Case setup
- C. Use Omni-Channel to automatically route inbound email
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION 152
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Customer Community
- C. Chatter Answers
- D. Live Agent
- E. Knowledge Base
Answer: B,C,E
NEW QUESTION 153
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: A
NEW QUESTION 154
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat user profile.
- B. Verify that users have access to the chat buttons.
- C. Verify that users are assigned the chat feature license.
- D. Verify that users have access to the chat public group.
Answer: C
NEW QUESTION 155
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. The Run Macros Action must be on the page layout.
- C. The Macros widget or utility must be added to the console.
- D. Users must use Lightning Experience.
- E. Publisher Actions used in the macros must be on the page layout.
Answer: A,D,E
NEW QUESTION 156
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Implement an adapter built on Open CTI.
- B. Move to a cloud -based telephony system.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Implement an adapter using the Telephony API.
Answer: A
NEW QUESTION 157
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 158
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