(2023) ADM-261 Exam Dumps, Practice Test Questions BUNDLE PACK
Service Cloud Consultant Certification ADM-261 Sample Questions Reliable
The exam is designed for Salesforce professionals who are responsible for administering and configuring the Service Cloud. These professionals are typically responsible for configuring and managing the Service Cloud, including implementing and configuring the features and functions of the Service Cloud, setting up and managing case management, and creating and managing communities. The exam is also suitable for professionals who are responsible for designing and implementing solutions for Service Cloud customers.
NEW QUESTION # 128
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. Service Level Agreement
- B. Net promoter Score
- C. customer satisfaction Survey
- D. Customer SupportRequests
- E. Customer Purchase History
Answer: B,C,E
NEW QUESTION # 129
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD.Which approach should be used to optimize the order process? Choose 2 answers
- A. Use Visual Workflow to streamline the process
- B. Use Visualforce to create a wizard for each process
- C. Organize the fields on the page layout to match each process
- D. Createa custom object for each step in the process
Answer: A,C
NEW QUESTION # 130
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
- A. Force.com IDE
- B. Kanban
- C. Waterfall
- D. Agile
Answer: D
NEW QUESTION # 131
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. Omni channel routing
- B. Standard email to case
- C. On-Demand Email-to-case
- D. Web to case forms
Answer: C
NEW QUESTION # 132
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Addan object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Assign a single agent to create the activities on all new onboarding cases.
- D. Hire a certified developer to write an apex trigger that creates each new activity.
Answer: B
NEW QUESTION # 133
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. SalesforceKnowledge
- B. Live Agent
- C. Salesforce for Twitter
- D. Open CTI
Answer: A
NEW QUESTION # 134
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Live Agent
- B. Community
- C. Chatter Questions
- D. Web -to -Case
Answer: B,C
NEW QUESTION # 135
Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Service contracts
- B. Products
- C. Case history
- D. Contacts
Answer: A,D
NEW QUESTION # 136
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays# of cases with articles attached during the past 2 months
- D. Report that displays # of new articles created during the past 2 months
Answer: B,C
NEW QUESTION # 137
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. Create an Entitlement Process.
- B. Set up Milestones.
- C. Configure Service Contracts.
- D. Enable Work Orders.
Answer: A,B
NEW QUESTION # 138
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed
- B. Restrict visibility of the views
- C. Filter the views by case owner
- D. Removefilter criteria from the views
Answer: A,C
NEW QUESTION # 139
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Optimized use of resources
- B. Reduced support channels
- C. Increased call routing accuracy
- D. Increased call deflection
- E. Reduced issueresolution time
Answer: A,B,E
NEW QUESTION # 140
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Chatter groups forcustomer
- B. Mobile access to case information
- C. Visibility into service entitlements
- D. Predictive dialer for outbound calls
Answer: B,C
NEW QUESTION # 141
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. An AppExchange Solution
- C. Field Service Lightning
- D. Customer Community
Answer: C
NEW QUESTION # 142
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Add History to the Utility bar.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Use a second Console session.
Answer: A
NEW QUESTION # 143
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?
- A. Use cases to track the credit requests and route than to regional teams using assignment rules
- B. Design a custom object to track credit requests and route them regionally using assignment rules
- C. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- D. Enable the self-serviceportal to generate logins for the hospital staff by region.
Answer: A
NEW QUESTION # 144
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. An enterprise resource planning system
- B. A third -party mobile application platform
- C. A workforce management system
- D. A knowledge management system
Answer: A
NEW QUESTION # 145
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of cases escalated by agent
- C. Number of solutions created by agent
- D. Number of articles created by agent
Answer: A,D
NEW QUESTION # 146
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Content
- B. Lightning Knowledge
- C. Salesforce Files
- D. Classic Knowledge
Answer: D
NEW QUESTION # 147
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. Employee Community
- B. Partner Community
- C. Customer Community
- D. Reseller Community
Answer: B
NEW QUESTION # 148
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Salesforce Mobile App
- D. Lightning Console
Answer: B
NEW QUESTION # 149
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Set the organization-wide default to private and create sharing rules for the FAQ articletype
- B. Create a publisher profile that includes create access on the FAQ article type.
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Hide the Article Management tab for users who should have read-only access to articles.
Answer: B,C
NEW QUESTION # 150
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options
- A. Identify those cases and assign to the closure team
- B. Use escalation rule to send an email
- C. Use auto response rule to send an email
- D. Supervisors to investigate those cases
Answer: A,D
NEW QUESTION # 151
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign user to public group with access to the service console app
- C. Assign users a permission with access to the service console app
- D. Assign users a profile with access to the service console app
Answer: C,D
NEW QUESTION # 152
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Service Cloud Consultant Certified Official Practice Test ADM-261: https://drive.google.com/open?id=1i_nJKx_gGR844d_VwZk9RUYS0R4ir5b_