ADM-261 Exam Questions

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A. customer satisfaction Survey

B. Customer Purchase History

C. Customer Support Requests

D. Net promoter Score

E. Service Level Agreement

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers

A. Attachments and .html files in Classic Knowledge are moved to the Files object.

B. Visualforce pages refer to Classic article types.

C. Each article must be associated to a record type.

D. Approval process history migrate to Lightning Knowledge.

E. Article numbers change during migration.

Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?

A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

B. Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type

C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type

D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A. Contact salesforce to have Omni channel enabled.

B. Enable Omni channel in setup.

C. Assign users to the Omni channel feature license.

D. Assign users to Omni channel permissions.

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet thisrequirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases

B. Create a case report with a custom summary formula to calculate the percentage of escalated cases

C. Create a formula field on the case record to calculate percentage of escalated cases

D. Create a daily snapshot report of all cases and calculate percentage of escalated cases

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A. ChatQueue-based routing

B. Case Skills-based Assignment Rules

C. Omni-channel Queue-based routing

D. Omni-channel Skills-based routing

A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A. Add the entitlement related list to account page layouts.

B. Add the entitlement lookup field to case page layouts.

C. Add a Validation Rule that ensures each Case has an entitlement.

D. Add a Validation Rule that ensures each Account has an entitlement.

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact 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.

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.

B. Add theKnowledge tab to the Console app.

C. Create email templates with Knowledge Articles attached.

D. Add the Suggested Article widget to the Case page layout.

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.
Which statement is true about migrating images into Salesforce Knowledge?

A. Ensure that each image doesNOT exceed the maximum of 25 MB

B. Upload the images into Salesforce prior to importing the articles

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

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