ADM-261 Exam Questions

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure AssignmentRules based on Case Priority.

B. Add theEntitlements related list to the Account Page Layout.

C. Create a Report of all active Entitlements grouped by Customers.

D. Configure Success, Warning, and Violation Actions for Milestones.

Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A. Configure Case Assignment Rules

B. Configure Omni-Channel with Most Available Routing

C. Configure Live Agent Skills-based Routing

D. Configure Omni-Channel with Least Active Routing

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A. Visual Studio Code and change sets

B. Mass Transfer Records, change sets, and Visual Studio Code

C. Visual Workflow, data loader, and Force.com IDE

D. Data loader, change sets, and Force.com Excel Connector

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A. Recommend articles during a call for a support agent

B. Suggest articles for a web-to-case question

C. Suggest articles for an email-to-case question

D. Recommend articles prior to a Live Agent session

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.

B. Create an Entitlement Process.

C. Set up Milestones.

D. Configure Service Contracts.

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

A. Number of open cases per day

B. Number of new customers added

C. Number of closedcases on first call

D. Average number of days to close cases

E. Number of cases escalated

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze? Choose 2 answers

A. High priority cases opened by account month-to-date

B. Time spent byaccount year-to-date

C. Escalated cases by account month-to-date

D. New cases opened by account channel

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire moreagents? Choose 2 answers

A. Community

B. Web -to -Case

C. Live Agent

D. Chatter Questions

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

A. Entitlements and milestones

B. Case escalation

C. Case assignment

D. Salesforce console