ADM-261 Exam Questions

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

A. An outbound message to a middleware platform to provide map details

B. A mashup integration on the Account page to a third-party mapping service

C. A Web Service call-out that retrievesmap details from the backend system

D. A custom tab of type URL that displays a map image of customer location

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Visual Workflow

B. Lightning Guided Engagement

C. Quick Text

D. Macros

Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

A. Use the files related list on each article to add files to your articles.

B. Post the filesto the chatter feed on each article.

C. Upload the files as documents, then relate them to the migrated articles.

D. Use the lightning knowledge migration tool and choose “include files”.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection

B. Increased call routing accuracy

C. Reducedissue resolution time

D. Reduced support channels

E. Optimized useof resources

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A. Configure Lightning Guided Engagement.

B. Configure a Live Chat Validation Rule.

C. Customize the Pre-chat form.

D. Customize the Lightning Console chat page.

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A. Escalated cases by account month to date

B. High priority cases opened by account month to date

C. Time spent by account year to date

D. New cases opened by theaccount channel

A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:

* 10 million cases
* 1 million accounts
* 3million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. The Salesforce org may be slow during the data import

B. Related lists on the case object may be slow to populate

C. Salesforce reporting speed may be affected

D. Result may be slow when searching for records

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

Universal Containers purchased Knowledge and would like to implement it as soon as possible. Whatapproachshould a consultant recommend?

A. Activate Knowledge One within the Salesforce Console for Service.

B. Create a Knowledge Visualforce component on the case detail page.

C. Activate Knowledge One on the case detail page.

D. Create a Knowledge Visualforce component within the Salesforce Console for Service.

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Follow the SMEs to receive automatic updates when they add case comments

B. Bookmark all the comments related to the issue from SMEs

C. Use hashtag (#) to track the customer case and SMEs comments

D. @mention the SMEs on the case Chatter feed and follow the case