[Apr-2023] Pass ADM-261 Exam in First Attempt Updated ADM-261 Exam Questions [Q93-Q114]

NEW QUESTION 93
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

NEW QUESTION 94
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

NEW QUESTION 95
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

NEW QUESTION 96
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

NEW QUESTION 97
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

NEW QUESTION 98
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

NEW QUESTION 99
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

NEW QUESTION 100
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps’ responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

NEW QUESTION 101
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

NEW QUESTION 102
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?

NEW QUESTION 103
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

NEW QUESTION 104
Universal 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 bestsolution?

NEW QUESTION 105
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

NEW QUESTION 106
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

NEW QUESTION 107
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

NEW QUESTION 108
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

NEW QUESTION 109
Support 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?

NEW QUESTION 110
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their “How To” articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?

NEW QUESTION 111
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

NEW QUESTION 112
UC’s service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a newdefect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

NEW QUESTION 113
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

NEW QUESTION 114
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?