[Full-Version] 2022 Updated Salesforce Study Guide ADM-261 Dumps Questions [Q84-Q106]

Q84. Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

Assign user to public group with access to the service console app

Assign users a permission with access to the service console app

Assign users a sharing rule with access to the service console app

Assign users a profile with access to the service console app

Q85. Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A knowledge article life cycle that is implementedcorrectly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

Q86. Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

Q87. A support agent has a detailed question about productfunctionality. 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?

Mass Email

Chatter Groups

Public Groups

Escalation Rules

Q88. Using Import Wizard, how many Asset records can you import at a time?

1000

5000

50,000

100,000

You cannot import Assets via Import Wizard

Q89. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API tointegrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

Q90. Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

Customer Community

Web -to -Case

Live Agent

Knowledge Base

Chatter Answers

Q91. Which configuration item must be created when implementing Lightning Knowledge?

Record Types

File Types

Attachment Types

Article Types

Q92. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

Average queue time per agent

Number of leads created

Opportunities per channel

Cost per call

Number of sales queues

Q93. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?

Entitlements and milestones

Case escalation

Case assignment

Salesforce console

Q94. Which application will allow a client to enable Ideas on a public website?

Partner portal

Self-service portal

Sites

Customer portal

Q95. What is a benefit of a customercommunity? Choose 2 answers.

Eliminates the need to track service level agreements

Reduces incoming call volume

Enables customers to log inquires without contacting an agent

Eliminates the need for support agents

Q96. What are two design considerations for a Live Agent implementation? Choose 2 answers

Chat Visitor Browser

Chat Window Title

Chat Character Limit

Idle Connection Timeout

Q97. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

Configure Case Escalation Rules.

Define Entitlement andMilestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

Q98. For which purpose should a contact center use visual workflow?

To escalate a case to the support manager if it has been open for more than 72 hours.

To automatically assign cases to a specific queue based on the customer support level.

To assign follow-up tasks to an agent one week after a case is closed.

To automate business processes for agents who troubleshoot customer support issues via phone.

Q99. Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create casesonline.

Q100. What is a benefit of a quality monitoring system? Choose 2 answers

Lower the average speed of answer (ASA)

Teach new agents how to handle difficult situations

Enforce a consistent standard of service for customer interaction

Capture inappropriate word usage and generate reports

Q101. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

Q102. 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

Q103. Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

Reduce the cost per call

Train support agents

Align agent performance goals with KPIs

Hireadditional support agents

Q104. What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

Numberof cases escalated by agent

Number of articles created by agent

Number of articles attached to a case

Number of solutions created by agent

Q105. The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

Implement Quick Text

Enable the Support Process for default email templates

Implement Macros

Implement Email-To-Case

Enable the support setting for default email templates

Q106. UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.

Number of outbound calls per day

Number of closed cases

Number of lead referrals

Number of attempts to contact

[Full-Version] 2022 Updated Salesforce Study Guide ADM-261 Dumps Questions [Q84-Q106]

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