[Apr 05, 2023] New Updated ADM-261 Exam Questions 2023
Updated Free Salesforce ADM-261 Test Engine Questions with 350 Q&As
NEW QUESTION # 126
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Field Service Lightning
- B. Salesforce Knowledgebase
- C. Chatter Groups
- D. Service Cloud SOS
Answer: A,D
NEW QUESTION # 127
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Enable the case survey auto-response rule
- B. Create a Web-to-case form with a custom case typeof survey
- C. Enable the case survey option on the case object
- D. Check the survey option in the case settings
Answer: B
NEW QUESTION # 128
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Entitlements
- C. Case Milestones
- D. Case Escalation
Answer: B
NEW QUESTION # 129
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- B. Create a workflow rule to send an email to support managers when a case iscreated and assigned to a queue.
- C. Use case auto-response rules to send an email to supportmanagers within one hour of case creation.
- D. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
Answer: A
NEW QUESTION # 130
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to theassociated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 131
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of successful keyword searches.
- B. Number of published article views.
- C. Number of Chatter files attached to cases.
- D. Number of content packs attached to cases.
- E. Number of articles associated to cases.
Answer: A,C,E
NEW QUESTION # 132
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?
- A. Perform data cleaning
- B. Develop data map
- C. Normalize database
- D. Enable data validation rules
Answer: A,B
NEW QUESTION # 133
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Solution
- C. Attachments
- D. Event
Answer: C,D
NEW QUESTION # 134
Universal Containers wants articles to besuggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar related list on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Create a Visualforce page called Knowledge sidebar on the case page layout.
- D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
Answer: C
NEW QUESTION # 135
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Rename the Visualforce pageto "Lightning Knowledge"
- B. Remove Apex code references to the ArticleType field.
- C. Configure the Visualforce page to use the Lightning Design System.
- D. Remove Apex code references to the Article RecordType field.
Answer: A,C
NEW QUESTION # 136
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Salesforce reporting speed may be affected
- B. Result may be slow when searching for records
- C. Related lists on the case object may be slow to populate
- D. The Salesforce org may be slow during the data import
Answer: A,B
NEW QUESTION # 137
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Grant managers the Manage Data Categories permission.
- C. Create at least two different data categories.
- D. Create at least two different article types.
- E. Grant managers the Manage Salesforce Knowledge permission.
Answer: A,D,E
NEW QUESTION # 138
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Time to Answer
- C. Average Handle Time
- D. Service-Level Agreements
Answer: A,C
NEW QUESTION # 139
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Create a validation rule for case survey email templates
- B. Utilize an AppExchange package to handle customer surveys
- C. Enable the case survey object for the customer portal
- D. Modify the user interface settings for the case survey sidebar
Answer: B
NEW QUESTION # 140
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Milestones
- B. Assets
- C. Service contracts
- D. Cases
Answer: C
NEW QUESTION # 141
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Bookmark all the comments related to the issue from SMEs
- C. Follow the SMEs to receive automatic updates when they add case comments
- D. Use hashtag (#) to track the customer case and SMEs comments
Answer: A
NEW QUESTION # 142
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Schedule adherence
- B. Number of calls offered
- C. Agent utilization
- D. Quality monitoring score
Answer: A,C
NEW QUESTION # 143
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