ADM-261 by Salesforce Actual Free Exam Q&As

Question 1

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problemsaccount for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A. Import payment data into Salesforce and add to the contact page layout as a related list. B. Create a custom tab of type URL that displays a search page from the billing system. C. Use Lightning Connect to connect and access data in real-time from the billing system. D. Create a Visualforce page that retrieves payment information via a Web Service call-out.

Discussion 0

Correct Answer: B,D Vote an answer

Question 2

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of 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

A. Coach users on minimizing open console tabs. B. Ensure each laptop has a modern browser installed. C. Add additional components to the Lightning console. D. Allow the user to log into Live Agent from multiple browsers.

Discussion 0

Correct Answer: A,B Vote an answer

Question 3

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Create a Process Builder and Flow to change the owner on closed cases. B. Create a case assignment ruleto ensure cases are owned by a user when closed. C. Use a data tool to update the owner field on closed cases. D. Create a case validation rule to ensure cases are owned by a user when closed.

Discussion 0

Correct Answer: B,C Vote an answer

Question 4

What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

A. Reduces incoming call volume B. Replaces the need for an email channel C. Eliminatestracking of customer entitlements D. Uncovers gaps in the knowledge base

Discussion 0

Correct Answer: A,D Vote an answer

Question 5

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A. Customize the lightning console that page. B. Configure a chat validation rule. C. Customize the pre-chat form. D. Configure lightning guidedengagement.

Discussion 0

Correct Answer: C Vote an answer

Question 6

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. Email to care with Site B. On-demand email to case with sites C. On-demand email to case D. Email to case with web to case

Discussion 0

Correct Answer: D Vote an answer

Question 7

Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A. Entitlement processes, contract line items, milestones, and entitlements B. Entitlement processes, contracts, milestones, and milestone actions C. Entitlement processes, contracts, contract line Items, and entitlements D. Entitlement processes, milestones,milestone actions, and entitlements

Discussion 0

Correct Answer: D Vote an answer

Question 8

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Enable and use Chatter feed tracking on thecase object. B. Create escalation rules to re-assign cases after SLAs have expired. C. Create case teams and introduce swarming to resolve cases. D. Enable the Service Cloud Console and Knowledge sidebar for agents.

Discussion 0

Correct Answer: A,C Vote an answer

Question 9

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation. B. Data Category to assign an article record type to a Reviewer. C. Approval Process that assigns an Article to a Reviewer Queue. D. Knowledge Action to Publish an Article once the Article is approved.

Discussion 0

Correct Answer: A,B Vote an answer

Question 10

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered 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 dates in the project plan to account for the additional requirements and communicate the new timeline. B. Add development resources to the project team to build out the additional requirements. C. Adjustthe project scope to accommodate new requirements and continue with the original project schedule D. Document the requirements gap and communicate development options to the project team

Discussion 0

Correct Answer: D Vote an answer

Question 11

Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A. Allows customers to search a knowledge base. B. Allows customers to customize their user interface C. Allows customers to customize reports and dashboards D. Allows customers the ability to collaborate

Discussion 0

Correct Answer: A,D Vote an answer

Question 12

Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A. Data Category to assign an Article Type to a Reviewer B. Validation Rules for Article Types to verify all fields during creation C. Approval Process thatassigns an Article to a Reviewer Queue D. Knowledge Action to Publish an Article once the Article is approved

Discussion 0

Correct Answer: A,B Vote an answer

Question 13

UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

A. Contact list view edit time B. Contact view page load time C. Contact related list load time D. Contact report run time

Discussion 0

Correct Answer: D Vote an answer

Salesforce Service Cloud Administration - ADM-261 Exam Practice Test