[Apr-2023] Pass ADM-261 Exam in First Attempt Updated ADM-261 Exam Questions [Q93-Q114] : Best Free Exam Guide : http://free.exams4sures.com

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?

Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

Configure the agent console and display the articles, case view, and external system custom object

Create a custom Visualforce page to display case list view, external system, and knowledgearticles

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

Configure LiveMessage

Activate quick test

Create quick actions

Deploy Pre-Chat form

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?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

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

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

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

Omni-Channel Utility Component

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Omni-Channel Supervisor tab

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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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?

Telephony

Order Fulfillment

Enterprise Resource Planning (ERP)

Marketing

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?

Configure Omni-Channel Supervisor tab and 3rd party access.

Configure Live Agent Supervisor tab and Whisper Messages.

Add the Live Agent Component to the Utility bar.

Configure the SOS snap-in for the Lightning Service Console.

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

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

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?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

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?

Implement Partner Communities with Knowledge.

Implement Customer Communities with Content.

Implement Employee Communities with Content.

Implement Customer Communities with Knowledge.

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?

Create multiple 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 interaction channel 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 105
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

On-demand email to case

On-demand email to case with sites

Email to case with web to case

Email to care with Site

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

Use Visualforce to create a wizard for each process

Organize the fields on the page layout to match each process

Use Visual Workflow to streamline the process

Createa custom object for each step in the process

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

Comment Search Component

Comments List View

Global Search

Search Utility Component

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?

Social Persona tor Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

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?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

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?

Ensure that each image does NOT exceed the maximum of 25 MB

Upload the images into Salesforce prior to importing the articles

Convert all images to .jpeg, as this is the only supported file type

Include images in an .html file using the image tag and src attribute

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?

Define datacategories with custom visibility.

Define article types with public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

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)

Use an escalation rule to move cases into the product manager queue

Use Chatter case feed and case teams to monitor cases

Use an assignment rule to assign new cases to the product manager

Use a workflow rule to send an email to the product manager

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

It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

It does NOT require a software install for each call center user on a Windows-based PC.

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?

Omni-channel Skills-based routing

Live Agent Queue-based routing

Omni-channel Queue-based routing

Case Skills-based Assignment Rules