ADM-261 Exam Questions

UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry Over 10,000 inquiries per day Which solution should a consultant recommend to meet these requirements?

A. Email-to-Case

B. Web-to-Case

C. On-Demand Email-to-Case

D. Customer Chatter groups

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration?

A. Remove these fields from the page layout and add the components to the highlights panel.

B. Add these fields to the page layout and add the components to the highlights panel

C. Remove these fields from the page layout and add the fields to the highlights panel

D. Add the fields to the page layout and add the fields to the highlights panel.

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

A. Implement an adapter using the Telephony API.

B. Move to a cloud -based telephony system.

C. Implement an adapter built on Open CTI.

D. Build an adapter using the telephony vendor's toolkit.

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A. All open Cases by Priority

B. All open cases by Channel

C. All Cases closed Month-to-date

D. Case resolution time

E. All Cases by Customer

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

A. Configure Case Assignment Rules to use Queues.

B. Configure Omni-Channel Routing Model as Most Available.

C. Configure Case Assignment Rules to use Users.

D. Configure Omni-Channel Routing Model as Least Active.

Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers

A. Data Category to assign an Article Type to a Reviewer

B. Validation Rules for Article Types to verify all fields during creation

C. Knowledge Action to Publish an Article once the Article is approved

D. Approval Process that assigns an Article to a Reviewer Queue

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.

B. Define Entitlement and Milestones.

C. Use Process Builder with Scheduled Actions

D. Enable Omni-Channel Routing.

Which three are characteristics of Visual Workflow? Choose 3 answers

A. Apex code must be used to update fields in the database.

B. Elements can be used to pass data to legacy systems.

C. Apex code must be used to pass data to legacy systems.

D. Only one version of a flow can be activated at a time.

E. Elements can be used to update fields in the database.

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

A. Create a custom related list on the case.

B. Create a custom view on the Case tab.

C. Create a custom Visualforce page.

D. Create a custom report.

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A. Comment Search Component

B. Comments List View

C. Global Search

D. Search Utility Component