ADM-261 Exam Questions

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A. omni Channel

B. Contact Request

C. Field Service

D. Mobile Connect

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

A. Omni Channel

B. Process Builder Assignment

C. Live Agent

D. Case Assignment Rules

A customer calls the service desk at Universal Containers. The agent assigned to the callcreates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlements related list to contact records

B. Add the entitlement contacts related list toaccount records

C. Add the assets related list to contact records

D. Add the service contract related list to contact records

Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. Email-to-Case

B. web-to-Case

C. An AppExchange package

D. On-Demand Email-to-Case

Universal containers uses social media to monitor new trends and issues that require aresponse by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A. It is a server based software program that controls the behavior of a Salesforce SoftPhone

B. It is an intermediarybetween a telephony system and a Salesforce CRM call center user

C. It utilizes the SoftPhone capability from within the Salesforce application

D. It allows voicemails to be captured and stored as attachments on cases

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A. Create a service cloud console to support all channel groupings.

B. Create an agent profile for each channel grouping.

C. Create a unique case page layout for each channel grouping.

D. Create an agent role for each channel grouping.

How should a consultant providesuggested articlefunctionality to lightning service console users?

A. Add the suggested article widget to the case page layout.

B. Add the knowledge component to the service console.

C. Create email templates with knowledge articles attached.

D. Add theknowledge tab to the console app.

UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A. Use case auto-response rules to send an email to support managers within one hour of case creation.

B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

D. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

A. Interactive Voice Response

B. Computer Telephone Integration

C. Social Customer Service

D. Live Agent