This page was exported from Best Free Exam Guide [ http://free.exams4sures.com ] Export date:Sat Mar 15 5:33:08 2025 / +0000 GMT ___________________________________________________ Title: [Apr-2023] Pass ADM-261 Exam in First Attempt Updated ADM-261 Exam Questions [Q93-Q114] --------------------------------------------------- [Apr-2023] Pass ADM-261 Exam in First Attempt Updated ADM-261 Exam Questions Service Cloud Consultant Dumps ADM-261 Exam for Full Questions - Exam Study Guide NEW QUESTION 93Universal 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 94UniversalContainers 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 95A 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 96Universal 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 97How 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 98Universal 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 99Which 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 100Universal 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 101A 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 102Universal 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 103Universal 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 104Universal 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 105Solution 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 106In 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 107Which 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 108Universal 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 109Support 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 110Universal 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 111A 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 112UC’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 113Which 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 114Universal 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  Loading … Authentic Best resources for ADM-261 Online Practice Exam: https://www.exams4sures.com/Salesforce/ADM-261-practice-exam-dumps.html --------------------------------------------------- Images: https://free.exams4sures.com/wp-content/plugins/watu/loading.gif https://free.exams4sures.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2023-04-14 10:10:38 Post date GMT: 2023-04-14 10:10:38 Post modified date: 2023-04-14 10:10:38 Post modified date GMT: 2023-04-14 10:10:38