ADM-261 Exam Questions

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A. Use a community template to set up their customer community.

B. Enable web -to-case on their public website.

C. Enable Live Agent in their community to chat with an agent.

D. Add the Question action to Chatter in the community publisher.

Universal Containers has determined that case list views are slow to load because of the large number of cases inthe system.

Which two actions will improve the performance of the list views? Choose 2 answers

A. Restrict visibilityof the views

B. Reduce the number of fields displayed

C. Filter the views by case owner

D. Remove filter criteria from the views

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.

B. Identify the requirements needed for initial GoLive.

C. Provide a timeline that addresses all the requirements.

D. Organize the requirements from largest to smallest.

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases created sorted by order

B. Number of cases by type by owner

C. Number of cases in each status

D. Number of solutions created per agent

Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Web-to-Case

B. Embedded Chat Service

C. Customer Community

D. Case Assignment Rules

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel

B. Page Layouts

C. Record Types

D. Support Processes

E. Article Types

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Track social sentiment across social media outlets

B. Improve the training provided to existing agents

C. Hire more agents for the contact centers

D. Configure entitlements and milestones to enforce SLAs

TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents basedon the number of new articles submitted for approval.

B. Measure and reward agents based on the number of new articles approved for publication.

C. Create a dashboard that includes articles submitted by agents and approved for publication.

D. Require agents to check a box on the case when submitting a new suggested article.

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to determine if a customer has escalated a case in the past

B. Ability to specify unique service levels for each customer

C. Ability to prompt callers for the service contract number within IVR menus

D. Ability to enforce service levels with the time-dependent processes

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal? Choose 2 answers

A. Representing metrics such as first-response and resolution time on cases

B. Monitoring the case escalationrule queue toconfirm service levels are met

C. Identifying the customer contact associated with a particular stage of a service contract

D. Displaying whether a case response complies with a customer's service level agreement