ADM-261 Exam Questions

Which search mechanism should be used to find case comments fromwithin the lightning service console?

A. Search utility component

B. Comment search component

C. Comments list view

D. Global search

The Universal Containers Contact Center hasCustomer Support Agents whospeak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A. Case Auto -Response Rules

B. Omni -Channel

C. Case Assignment Rules

D. Visual Workflow

Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity? Choose 2 answers

A. Enable templates for written responses.

B. Increase the number of agents.

C. Improve the agent interface.

D. Employ surveys to confirm customer satisfaction.

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A. Remove formula fields from filter criteria.

B. Remove unnecessary columns from thereports.

C. Remove date boundaries from filter criteria.

D. Remove dashboards based on long-running reports.

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. DefineCase Auto-Response Rules.

B. Establish Case Assignment Rules.

C. Create aProcess Builder with Scheduled Actions.

D. Configure Case Escalation Rules.

Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A. Enable Keyboard shortcuts

B. Define criteria-based record page components

C. Configure Macros

D. Create multiple Console layouts

Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

A. Use Process Builder for notifications and case teams to monitor cases.

B. Use Process Builder for notifications and account teams to monitor cases.

C. Use escalation rules for notifications and account teams to monitor cases.

D. Use escalation rules for notifications and case teams to monitor cases.

UniversalContainers initiates cases based onelectronic transmissions from power units. The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

A. Account team relationship to the primary contact

B. Case closure rules on the original case

C. Work order and customer contact escalation requirements

D. Visibility andaccess to the work order records

E. Total number of account and contact records in the database

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A. Allows customers to customize their user interface

B. Allows customers the ability to collaborate

C. Allows customers to customizereports and dashboards

D. Allows customers to search a knowledge base.

A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

A. Define data categories with custom visibility.

B. Define article types with public sharing settings.

C. Define topics for each knowledge article.

D. Define a custom field to identify the subject.