ADM-261 Exam Questions

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts andcomments to an existing customer record• Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A. Create a Lightning Platform app for Facebook monitoring.

B. Enable Social Customer Service.

C. Integrate Facebook to its existing Customer Community.

D. Enable Salesforce social profile on contacts.

UC has athree-tiered contact center.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A. Create a case report to show all cases across tiers filtered by an escalation flag.

B. Create an approval process to ensure only the appropriate cases get escalated.

C. Create a case report to show the number of cases for each tier and sort them by case owner.

D. Create acustom trigger to generate history when cases get escalated between tiers.

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Prepare, Plan, Test, Execute, Validate

B. Plan, Prepare, Test, Execute, Validate

C. Prepare, Plan, Validate, Execute, Test

D. Plan, Prepare, Validate, Execute, Test

Universal Containers wants to implement a new web presence 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?

A. Implement Partner Communities with Knowledge.

B. Implement Customer Communities with Content.

C. Implement Employee Communities with Content.

D. Implement Customer Communities with Knowledge.

Universal Containers requires that users have the ability to view specific cases, asdetermined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A. Escalation rules

B. Caseteams

C. Workflow rules

D. Auto-response rules

Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A. Contacts

B. Products

C. Service contracts

D. Case history

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced agents and leaders to create a common design template and report structure.

B. Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Keep all open in tabs.

B. Use a second Console session.

C. Define a custom List View.

D. Add History to the Utility bar

Which feature should a consultant configure to allow global service reps tocall customers from within the lightning service console?

A. Open CTI

B. Lightning dialer

C. Local presence

D. Macros

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A. Customer Community

B. Field Service Lightning

C. SOS Video Chat

D. Salesforce Knowledge