This page was exported from Top Exam Collection [ http://blog.topexamcollection.com ] Export date:Sat Apr 5 2:30:21 2025 / +0000 GMT ___________________________________________________ Title: Get The Important Preparation Guide With ADM-261 Dumps [Q194-Q217] --------------------------------------------------- Get The Important Preparation Guide With ADM-261 Dumps Get Totally Free Updates on ADM-261 Dumps PDF Questions NEW QUESTION 194Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.What should be used for migration functionality?  Visual Studio Code and change sets  Mass Transfer Records,change sets, and Visual Studio Code  Visual Workflow, data loader, and Force.com IDE  Data loader, change sets, and Force.com Excel Connector NEW QUESTION 195KCS (knowledge centered support) what is it? Choose 2 Answers  Standard for managing customer support and delivery  Method for social media management  Share knowledge with the business partners  Process for creating and maintaining knowledge NEW QUESTION 196Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers  AssignArticle types to the Community  Enable Public Solutions  Enable Article deliveries  Publish Articles to external channels  Configure Content Library permission NEW QUESTION 197Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents’ desktop based on their assigned interaction channels.What is the best solution?  Createmultiple agent console applications and configure the Iayout based on the user’s requirements.  Create multiple Salesforce Console for Service applications and configure them based on user’s requirements.  Create case page layouts for each interactionchannel and assign them to different agent profiles.  Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need. NEW QUESTION 198Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?  An outbound message to a middleware platform to provide map details  A mashup integration on the Account page to a third-party mapping service  A Web Service call-out that retrieves map details from the backend system  A custom tab of type URL that displays a map image of customer location NEW QUESTION 199Which three are characteristics of Visual Workflow? Choose 3 answers  Apex code must be used to update fields in the database.  Elements can be used to pass data to legacy systems.  Apex code must be used to pass data to legacy systems.  Only one version of a flow can be activated at a time.  Elements can be used to update fields in the database. NEW QUESTION 200Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?  Create an FAQ article type and configure theenable suggested articles option in support settings.  Create an FAQ article type and enable the submit articles feature on the case close page layout.  Define a data category called FAQ and assign category visibility to users in the contact centre role.  Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed. NEW QUESTION 201Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?  Milestones  Assets  Service contracts  Cases NEW QUESTION 202A contactcenter manager is looking for ways to overall cost per case.What Salesforce metrics should the contact center manager evaluate? (Choose 2)  Average number of activities per case  Average number of articles attached to a case  Total number ofcases by origin  Average customer satisfaction score by case NEW QUESTION 203At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s system integration. What would the consultant recommend to expedite the handling of thesecases?  Build a repository of Knowledge articles related to integration and share it with the customer.  Enable Chatter case feed and add product development team members to the case team.  Create a related child case and assign the child case tothe product development team.  Create a private Chatter group with customers and invite key individuals to join the group. NEW QUESTION 204Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.What feature should a consultant configure to meet this requirement?  Push Notifications  Case Feed  Omni-channel Supervisor  Next Best Actions NEW QUESTION 205A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers  Number of cases created sorted by order  Number of cases by type by owner  Number of cases in each status  Number of solutions created per agent NEW QUESTION 206A Company sells two products, each with its own maintenance schedule.Which feature should a consultant recommend implementing to meet this requirement?  Lightning Service Console  An AppExchange Solution  Field Service Lightning  Customer Community NEW QUESTION 207Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?  Enable the case survey object for the customer portal  Utilize an AppExchange package to handle customer surveys  Create a validation rule for case survey email templates  Modify the user interface settings for the case survey sidebar NEW QUESTION 208Universal Containers needs to customize Salesforce to improve itsSupport Agents’ experience so they can work more efficiently.Which two features requires Service Cloud?  Open multiple case records as tabs and sub tabs  Unique page layouts for each Case Record Type  Utility Bar  Access to Knowledge Articles NEW QUESTION 209Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers  Salesforce Knowledgebase  Chatter Groups  Field Service Lightning  Service Cloud SOS NEW QUESTION 210Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers  Number of open cases per day  Number of new customersadded  Number of closed cases on first call  Average number of days to close cases  Number of cases escalated NEW QUESTION 211Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.* Average handle time (AHT)* Adherence to service level agreements (SLAs)Which data source would Universal Containersneed in order to gather this information? Choose 3 answers  Automatic Call Distributor (ACD)  Entitlements  Workflow Management (WFM)  Chat log history  Interactive Voice Response (IVR) NEW QUESTION 212A 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?  Last modified date and frequent search terms  Last modified date and number of recent article views  Original creation date and average rating of articles  Original creation date and total number of article views NEW QUESTION 213Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.  Enable service contracts and entitlements.  Implement Salesforce Console for Service to support agents.  Leverage Live Agent for web-based chat.  Implement Salesforce Knowledge on a portal. NEW QUESTION 214What are two design considerations for a Live Agent implementation? Choose 2 answers  ChatVisitor Browser  Chat Window Title  Chat Character Limit  Idle Connection Timeout NEW QUESTION 215SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this best be achieved?  Use entitlements to define a process and milestones  Use case teams to close  Use escalation rules NEW QUESTION 216Which 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?  Service Console Macros  Lightning Guided Engagement  Path for Cases  Lightning Flow Component NEW QUESTION 217Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)  Hire contact center representatives that specialize in each of the product categories.  Make contact center representatives accessible 24/7 to distribute the call volume.  Redirect users from the company site to social media forums about the products.  Make knowledge base articles and community answers accessible on its website.  Loading … Prepare With Top Rated High-quality ADM-261 Dumps For Success in Exam: https://www.topexamcollection.com/ADM-261-vce-collection.html --------------------------------------------------- Images: https://blog.topexamcollection.com/wp-content/plugins/watu/loading.gif https://blog.topexamcollection.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2022-07-06 11:30:22 Post date GMT: 2022-07-06 11:30:22 Post modified date: 2022-07-06 11:30:22 Post modified date GMT: 2022-07-06 11:30:22