ADM-261 Study Guide: Latest [Aug 20, 2022] Realistic Verified ADM-261 Dumps
ADM-261 Questions & Practice Test are Available On-Demand
NEW QUESTION 137
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
Answer: C,D
NEW QUESTION 138
How should a consultant provide suggested article functionality to lightning service console users?
- A. Create email templates with knowledge articles attached.
- B. Add the knowledge component to the service console.
- C. Add the knowledge tab to the console app.
- D. Add the suggested article widget to the case page layout.
Answer: B
NEW QUESTION 139
Sales engineer needs visibility to list field edits, emails, case comments, andrelated objects on ONE page. How can this be achieved?
- A. Custom report
- B. Custom related list
- C. Custom Visual force page
- D. Customer view of case tab
Answer: C
NEW QUESTION 140
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Interactive Voice Response
- B. Computer Telephony Integration
- C. Automatic Call Distribution
- D. Order ManagementSystem
Answer: A
NEW QUESTION 141
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?
- A. Accepts email attachments larger than 10 MB
- B. Handles more the 10,000 emails a day
- C. Requires the use of Transport Layout Security (TLS)
- D. Accepts attachments from emails
Answer: A
NEW QUESTION 142
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Customer Community
- B. Field Service Lightning
- C. An AppExchange Solution
- D. Lightning Service Console
Answer: B
NEW QUESTION 143
Which support channel requires the smallest amount of agent work time?
- A. Webself service
- B. Email to case
- C. Chat
- D. Web to case
Answer: A
NEW QUESTION 144
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers
- A. Lightning Process Builder
- B. Lightning Row for Service
- C. Path for Cases
- D. Interaction Log
Answer: B,D
NEW QUESTION 145
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users can be part of a case team
- B. Users can download and view content
- C. Users cannot own records
- D. Users are not associated with a role in the hierarchy
Answer: D
NEW QUESTION 146
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
- A. Create a Dashboard for each Case Team.
- B. Create a Dashboard for each Region.
- C. Create a single Dashboard with a Region filter.
- D. Create a single Dashboard with a Case Team filter.
Answer: C
NEW QUESTION 147
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- B. Build a customer visual force page with the list view and assign it to the console sidebar.
- C. Configure the case list under custom console components so users can view the list view along with the case view
- D. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
Answer: D
NEW QUESTION 148
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. Customer Community
- B. Reseller Community
- C. Partner Community
- D. Employee Community
Answer: C
NEW QUESTION 149
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case age report type.
- B. Create a report using the case snapshot report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report usingthe case historical trending report type.
Answer: C
NEW QUESTION 150
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Omni-Channel Routing Model as Least Active.
- B. Configure Case Assignment Rules to use Users.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as MostAvailable.
Answer: D
NEW QUESTION 151
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts cases, users, contacts
- B. Users, contacts, accounts, cases
- C. Users, accounts, contacts, cases
- D. Accounts, contacts, cases, users
Answer: C
NEW QUESTION 152
......
Valid ADM-261 Exam Dumps Ensure you a HIGH SCORE: https://www.exam4labs.com/ADM-261-practice-torrent.html
Pass ADM-261 Exam with Latest Questions: https://drive.google.com/open?id=1JBTteevSNiHmboo-TCZC5qZ1NKrZDUA-