How to pass Salesforce ADM-261 exam with the help of dumps?

Question # 1

Which contact center type is most likely to implement Information Technology InfrastructureLibrary (ITIL) to align with industry best practices?

A. Information Technology (IT) help desk
B. Telesales center
C. Human Resources (HR) help desk
D. Telemarketing center

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Question # 2

An Inside Sales Contact Center Manager would like to assess the ROI of the ContactCenter. Which three metrics should the Manager use to assess the ROI? Choose 3answers

A. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues

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Question # 3

A new customer to Salesforce is considering implementing a customer portal. Thecustomer has millions of users and plans to evaluate a high-volume customer portal.What is a keyconsideration when configuring a customer portal?

A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team

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Question # 4

The Service Desk at Universal Containers is considering implementing a Service Consoleand is considering using Lightning Experience. Which three features are available only inClassic? Choose 3 answers

A. Dynamic list updates
B. Quick Text
C. Multi -monitor support
D. Keyboard Shortcuts
E. Case hover

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Question # 5

What is a benefit of a quality monitoring system? Choose 2 answers

A. Lower the average speed of answer (ASA)
B. Teach new agents how to handle difficult situations
C. Enforce a consistent standard of service for customer interaction
D. Capture inappropriate word usage and generate reports

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Question # 6

Universal Containers assigns its contact center agents to certain interaction channels andwould like to optimize the agents' desktop based on their assigned interaction channels.What is the best solution?

A. Createmultiple agent console applications and configure the Iayout based on the user'srequirements.
B. Create multiple Salesforce Console for Service applications and configure them basedon user's requirements.
C. Create case page layouts for each interactionchannel and assign them to different agentprofiles.
D. Create a Salesforce Console for Service layout and allow the agents to drag and dropthe components they need.

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Question # 7

A consultant needs to import 2,000 source articles for a Salesforce Knowledgeimplementation. The source articles are in HTML and contain several images. All of thearticles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform?(Choose 3)

A. Create thedata categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publicationstatus of the article tame to draft status

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Question # 8

Universal containers want to identify potential delays in the customer support process.Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel.
B. Cases created by type.
C. Open cases by reason.
D. Average case stage duration.

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Question # 9

Universal Containers Executives want to see contact center metrics from each of itsdifferent geographic regions. How should a Consultant support this requirement?

A. Create a Dashboard for each Region.
B. Create a single Dashboard with a Region filter.
C. Create a Dashboard for each Case Team.
D. Create a single Dashboard with a Case Team filter.

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Question # 10

UC wants to provide its 20 million customers with a portal where they can: Submit inquires,Monitor the status of those inquiries, and View their contact information. To meettheserequirements, which type of portal license would be most appropriate for thecustomers?

A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
D. Sites

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Question # 11

Universal Containers (UC) created a new mobile app that enables customers to placeorders and track fulfillment. UC wants to quickly embed customer service into the newmobile app. Which two features should be added to meet this requirement? Choose 2answers

A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS

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Question # 12

The project manager on a Service Cloud implementation is responsible for coordinatinguser acceptance testing (UAT) for a customer. Which tasks should be completed prior toUAT? (Choose 2)

A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials

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Question # 13

A company has a requirement to keep all emails behind their firewall, they have 200agents. What shouldthey use?

A. Community
B. Email to Case
C. Web to Case
D. On Demand Email to Case

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Question # 14

Which method can be used to route social media inquiries with Salesforce using Salesforcefor Twitter and Facebook?

A. Enable social profile and add workflow rules to the contact object
B. Use Twitter-to-Case and add workflow rules to the case object
C. Enable social profile and add assignment rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook

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Question # 15

Which two areas can an Administrator make Open CTI features available to users whenbuilding a Lighting App using the App Manager? Choose 2 answers

A. On autility bar of the Lightning App
B. On a record Highlights Panel
C. On a record Activity Feed list
D. On the Calendar right hand panel

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Question # 16

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per yearand wants to maintain performance over time. Which two recommended techniques shouldbe utilized? Choose 2 answers

A. Optimize queries to reduce thescope of Cases included with each search.
B. Create a data retention plan that archives or purges Cases at regular intervals.
C. Ask contact center managers to review data each quarter to possibly delete.
D. Write an Apex trigger that deletes one case eachtime a new case is created.

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Question # 17

Universal Containers wants to track customer satisfaction (CSAT). Which solutionwillautomate the process for support agents to survey customers when cases are closed?

A. Enable the case survey object for the customer portal
B. Utilize an AppExchange package to handle customer surveys
C. Create a validation rule for case survey email templates
D. Modify the user interface settings for the case survey sidebar

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Question # 18

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

A. It acts as an intermediary between telephony systems, the salesforce Call Centerapplication, and Salesforce user interface
B. It is a server-based software program that controls the appearence and behavior of aSalesforce SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force.comAppExchange
E. It does NOT require a software install for each call center user on a Windows-based PC.

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Question # 19

In the telesales contact center, Universal Containers has three-step and five-step orderprocess, contingent onthe type of product solD. Which approach should be used tooptimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the proces

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Question # 20

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contactcenter agents. How can this be accomplished?

A. Create an FAQ article type and configure theenable suggested articles option in supportsettings.
B. Create an FAQ article type and enable the submit articles feature on the case closepage layout.
C. Define a data category called FAQ and assign category visibility to users in the contactcentre role.
D. Enable ideas for contact center agents and have them submit FAQ articles at the time acase is closed.

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Question # 21

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 new defect. Which solution shoulda consultant recommend to meet this requirement? (choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use anassignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager

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Question # 22

Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below. * Agent users in Canada can only view articles pertaining to Canadian products * Agent users in the US can only view articlespertaining to US-based products.How should article visibility be configured to enforce the compliance rules?

A. Create geography-based roles to restrict access using data categories
B. Create geography-based profiles to restrict access by mapping articletypes
C. Create geography-based profiles to restrict access using data categories
D. Create geography-based roles to restrict access by mapping article types

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Question # 23

Which feature ofSalesforce Knowledge can be leveraged to create a customer-facingproduct information website? Choose 2 answers.

A. Display articles in a public knowledge base.
B. Display articles in Salesforce Answers.
C. Display articles with HTML, images, and links.
D. Publish articles to the Web using Salesforce Publisher.

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Question # 24

Universal Containers wantsto deploy Live Agent as a new support channel, and wants itsSupport Agents to be able to respond to chats quickly.Which two features should a Consultant recommend? Choose 2 answers

A. Configure LiveMessage
B. Activate quick test
C. Create quick actions
D. Deploy Pre-Chat form

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Question # 25

Universal Containers CFO is looking for ways to reduce contact center costs. Whichcustomer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention

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Question # 26

A company receives support requests through a variety of email addresses and web formsfor different parts of the business.Which feature combination will ensure that cases are efficiently handled by the mostappropriate representatives?

A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
D. Escalation Rules, Queues, Public Groups, Live Agent

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Question # 27

Customers can contact Universal Appliances to report problems with their appliances within30 days of delivery. Support agents need quick-view-only access to an external databasethe stores over 100,000 known product bugs logged by the product engineers. Whichsolution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use LightningConnect)
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce

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Question # 28

Universal Containers is training a new set of Service Reps. Part of the training includeshandling Live Agent chats from customers. However, it is important that contact centermanagers monitor the chat sessions to ensure the Service Reps' responses areprofessional and accurate and to be able to assist when needed.What Lightning Console feature should a Consultant configure to support this need?

A. Configure Omni-Channel Supervisor tab and 3rd party access.
B. Configure Live Agent Supervisor tab and Whisper Messages.
C. Add the Live Agent Component to the Utility bar.
D. Configure the SOS snap-in for the Lightning Service Console.

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Question # 29

Universal Containers requires that a case status be updated 48 hours after a solution to thecase has been emailed to a customer. Which Salesforce feature would be used to meetthis requirement?

A. Assignment rules
B. Validation rules
C. Workflow rules
D. Auto-response rules

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Question # 30

Universal Containers needs to ensure it is staffing enough agents to answer calls at timesof 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 Containers need in order to gather this information?Choose 3 answers

A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)

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Question # 31

Universal Containers is implementing acall center using CTI (Computer-telephonyintegration).Which three items, at a minimum, must be implemented and deployed to ensure success?Choose 3 answers

A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTI adapterusing open CTI
D. Configure IVR auto response
E. Assign users to a call center

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Question # 32

Which metric influences customer satisfaction? Choose 2 answers

A. After call work
B. Cost per call
C. First call resolution
D. Call quality

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Question # 33

Which application will allow a client to enable Ideas on a public website?

A. Partner portal
B. Self-service portal
C. Sites
D. Customer portal

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Question # 34

The Contact Center at Universal Containers wants to increase its profit margins bypromoting calldeflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers

A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console

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Question # 35

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 tomeet this requirement?

A. Configure the Salesforce Console for Service, add Visualforce components, and activatethe Knowledge sidebar.
B. Configure the Salesforce Console for Service, integrate the external system, and enableKnowledge
C. Configure the agent console and display the articles, case view, and external systemcustom object
D. Create a custom Visualforce page to display case list view, external system, andknowledge articles

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Question # 36

A company has created a new onboarding process. An Agent must create ten openactivities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.What should the Agent recommend to minimize costs?

A. Assign a single agent to create the activities on all new onboarding cases.
B. Provide a macro that will automatically create the activities when executed.
C. Add an object-specific custom quick action to create new activities.
D. Hire a certified developer to write an apex trigger thatcreates each new activity.

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Question # 37

What solution should a consultant recommend while designing a plan to decrease acompany's cost per call? (Choose 2)

A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledgearticles

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Question # 38

When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner
B. A Workflow rules is activated
C. An Assignment Rule is Activated
D. None of the above

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Question # 39

A customer utilizes a high-volume Service Cloud portal for its Web customer support and isinterested in deploying a chat solution.What should be the firststep in configuration and customization?

A. Create user profiles or permission sets
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create an iframe to display the chat window

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Question # 40

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact centerdirector wants to provide article with various publishing capabilities. What configurationshould be recommended tomeet this objective?

A. Assign article managers to public groups and specific article actions to each group.
B. Assign article managers to publication teams and specific article actions to each team.
C. Assign article managers to public groups and specificpublication states to each group.
D. Assign article managers to publication teams and specific publication states to eachteam.

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Question # 41

Universal Containers wants to reduce incoming support phone call volumE. What actioncan be taken to meetthis requirement? Choose 2 answers.

A. Enable service contracts and entitlements.
B. Implement Salesforce Console for Service to support agents.
C. Leverage Live Agent for web-based chat.
D. Implement Salesforce Knowledge on a portal.

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Question # 42

Contact Center management must be notified whenever an Open Case has not beentouched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Process Builder Scheduled Actions
B. Time-based Workflow Rules
C. Scheduled Reports
D. Milestone Actions

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Question # 43

The manager of a large credit card contact center needs to understand how manycustomers call daily to check their balance without speaking with an agent. Which systemwould be used to generate the report?

A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance

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Question # 44

Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Access to custom objects
B. Branded site
C. Simpler and easier to configure
D. Better reporting

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Question # 45

UC is creating an inbound customer support contact center to handle questions aboutusing its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agentskill-based routing and predictive dialer

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Question # 46

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. * 2.000 agents are implemented globally 24/7 operations* Open case data will bemigrated from a legacy system * New cases will be created in one system onlyWhich deployment method should be recomended?

A. Migrate case data and deploy to all users at office
B. Migrate agents to Force.com Connect Offline during deployment
C. Deploy inphases using countries as pilots
D. Deploy based on the number of trainers available

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Question # 47

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requestedfrequently project updates for check-ins and refinement.Which methodology should the Consultant recommend given the requirements?

A. Force.com IDE
B. Agile
C. Kanban
D. Waterfall

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Question # 48

When migrating data from an older system to a new one, what steps should be taken?Choose 2 answers.

A. Data Cleansing
B. Data Normalization
C. Activate data validation rules
D. Data mapping

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Question # 49

Using standard case management capabilities, what can be emailed to a customer as aPDF attachment?

A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement

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Question # 50

Thelifecycle of a Knowledge article consists of five stages.In which order does an article proceed through these stages?

A. Create, approve, publish, consume, feedback
B. Create, feedback, publish, approve, consume
C. Create, publish, feedback, approve,consume
D. Create, consume, feedback, approve, publish

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Question # 51

How is the hash mark (e.g., #salesforce) usedin chatter?

A. Ties the Chatter message to a topic
B. Indicates a clickable URL hyperlink
C. Indicates the name of a group in which to place the Chatter message
D. Links the Chatter message to Twitter

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Question # 52

Universal Health Service is setting up Knowledge in its contact center for agents so theycan research articles while taking calls. The company needs to migrate the existingknowledge base of documents and images into Salesforce. Which step will be required forthe implementation? Choose 3 answers

A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool

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Question # 53

UC has a telemarketing contact center with agents who cold-call prospects and follow-upon prospectsthat have been routed to them. Which metric should UC consider whendesigning the contact center? Choose 2 answers.

A. Number of outbound calls per day
B. Number of closed cases
C. Number of lead referrals
D. Number of attempts to contact

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Question # 54

Universal containers would like to implement a solution to hold service reps accountable tocustomer service level Agreements. Which two steps are necessary to satisfy thisrequirement? Choose 2 answers

A. Set up Milestones.
B. Enable Work Orders.
C. Create an Entitlement Process.
D. Configure Service Contracts.

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Question # 55

Universal Containers had tech support and general customer teams that use uniqueservice console applications.Which two configuration should a consultant use when deploying the console?

A. Assign user topublic group with access to the service console app
B. Assign users a permission with access to the service console app
C. Assign users a sharing rule with access to the service console app
D. Assign users a profile with access to the service console app

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Question # 56

Whendesigning a Case management solution to increase agent productivity, which ServiceCloud features should you consider first? Choose 2 answers.

A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards

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Question # 57

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A. Mass Email
B. Chatter Groups
C. Public Groups
D. Escalation Rules

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Question # 58

Universal containers contact center is experiencing increased call volumes due to agrowing product portfolio.What is the recommended strategy to allow the contact center tohandle the increased customer inquiries more efficiently? (choose 1 answer)

A. Hire contact center representatives that specialize in each of the product categories.
B. Make contact center representatives accessible 24/7 to distribute the call volume.
C. Redirect users from the company site to social media forums about the products.
D. Make knowledge base articles and community answers accessible on its website.

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Question # 59

Univeral Containers is designing a contact center that will store 20 million cases. Of those,5 million will need to be accessed for reporting and search. Which approach will ensurebest system performance? Choose 3 answers:

A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search

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Question # 60

The support manager at universal containershas noticed an increase in average case age,which is negatively impacting customer satisfaction. To research the situation, the supportmanager wants to know the amount of time that cases have spent within each status duringtheir lifecycle.Which reporting solution should a consultant recommend?

A. Create a report using the Case Lifecyle report type
B. Create a report using the Case age report type
C. Create a report using the Case snapshot report type
D. Create a report using the Case historical trending report type

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Question # 61

A consulting firm has been retained to implement a new Service Cloud platform for acompany. This company requires quick iterations and a speedy project completion. Thecompany has requestedfrequent project updates for check-ins and refinement.Which methodology should the Consultant recommend to meet the given requirements?

A. Kanban
B. Lightning Platform
C. Agile
D. Waterfall

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Question # 62

Universal Health supports medical kits that have been distributed to thousands of hospitals.Hospitals can request future credit by providing kit usage information by patient. Theregional processing teams review these requests and award coupons forapproved cases.What should a consultant recommend to manage this process using Service Cloud?

A. Enable the self-service portal to generate logins for the hospital staff by region.
B. Use Web-to-Lead to capture the credit requests and assign them to regional teamsusing workflow rules.
C. Design a custom object to track credit requests and route them regionally usingassignment rules
D. Use cases to track the credit requests and route than to regional teams usingassignment rules

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Question # 63

What metrics should a contact center manager consider to measure adoption of SalesforceKnowledge? (Choose 2)

A. Numberof cases escalated by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of solutions created by agent

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Question # 64

A Service Managerhas recently implemented Salesforce Knowledge. Which three metricsshould the Manager use to measure the success of the implementation? Choose 3answers

A. Number of Chatter files attached to cases.
B. Number of published article views.
C. Number of articles associated to cases.
D. Number of content packs attached to cases.
E. Number of successful keyword searches.

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Question # 65

Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field ServiceRequest (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a childcase or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers 

A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMAand FSR records

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Question # 66

Universal Containers is bringing a new division under their existing Customer ServiceContact Center. This will involve servicing several thousand new customers.Which method should a consultant recommend for importing thisdata into universalcontainers service cloud instance

A. Bulk Data Transfer API
B. Java Language Specific Toolkit
C. Data Integration via SOAP API
D. Cloud-to-Cloud Integration Toolkit

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Question # 67

Which Lightning Service Console feature should be used to enable Service Reps to sendemails with attachments to customers basedon the Case details?

A. Process Builder
B. Lightning Knowledge
C. Macros
D. Visual Workflow

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Question # 68

Universal Containers is using the Lightning Service Console for managing cases and wantsto add a softphone to enable click-to-call capability.Which three configurations are needed for the softphone to work in Salesforce? Choose 3answers

A. Install an adapter from AppExdiange to work with third-party CTI systems.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the correct Salesforce users to the Call Center.
D. Create asoftphone layout and assign to user profiles.
E. Assign the Salesforce CTI license to Salesforce users.

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Question # 69

The contact center at Universal Containers offers support through phone, email, publicwebsite, and a Community. The contact center manager wants to demonstrate the successof recent self-service initiatives to executive management. Which two reports should thecontact center manager present to executive management? Choose 2 answers

A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.

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Question # 70

Universal Containers has recently implemented a Customer Community to allow itscustomers to create and update their cases online. What should a consultant recommendto ensure Customer Communityusers are able to access only their cases online, includingcases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated totheir Contact record.
B. Anorganization-wide default of Public Read/Write on the Case object.
C. A sharing rule to ensure record access is granted based on the Customer Communityuser role hierarchy.
D. A sharing rule to ensure record access is granted based on criteria of the case.

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Question # 71

Universal Containers requires a scheduling solution that will allow Managers to coordinateservice engineers across multiple Territories.What solution should a consultant recommend?

A. Field ServiceLightning
B. Lightning Console
C. Salesforce Mobile App
D. Employee Community

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