Reliable ADM-261 Service Cloud Administration Exam Dumps [2022] For Learning Well

1. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

2. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

3. Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

4. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

5. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community.

Which three features must be configured to accomplish this? Choose 3 answers

6. At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration.

What would the consultant recommend to expedite the handling of these cases?

7. Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

8. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.

Which solution should a Consultant suggest to improve the efficiency of console users?

9. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

10. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

11. 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

12. A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support.

Which solution should a consultant recommend to prevent this scenario from happening in the future?

13. 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?

14. UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product.

How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

15. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.

How can UC measure case escalation?

16. Universal Containers has activated Email-to-Case functionality to allow customers to

correspond with support agents via email.

Which options are available with Email-to-Case? (Choose 2)

17. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

18. The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case.

Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

19. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

20. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers.

Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

21. Which two configuration steps are required before quick actions can be used in Macros?

22. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.

What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers

23. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

24. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

25. Universal containers uses social media to monitor new trends and issues that require a response by their community team.

What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

26. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support.

What solution should a consultant recommend to prevent the scenario from happening in the future?

27. Universal Containers wants to be able to assign cases based on the same criteria they use for chat.

Which feature should a consultant recommend?

28. The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

29. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

30. 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

31. 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?

32. What statement is true about the Salesforce Knowledge article lifecycle?

33. 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

34. Which method can be used to route cases from social channels?

35. Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

36. Customer Community to provide customers with a self-service option for support.

Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

37. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

What functionality should a consultant recommend to satisfy the UC's need?

38. 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

39. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

40. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form 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?

41. The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

42. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultant recommend to meet this requirement?

43. 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

44. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

45. 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.

46. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter).

What should a consultant recommend to accomplish this?

47. Universal Containers will be launching a telesales contact center.

What should be considered in the design? Choose 2 answers.

48. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.

Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

49. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

50. 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?

51. Milestones can be added to which three object types? Choose 3 Answers

52. 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.

53. The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric.

What should a consultant recommend to improve this metric?

54. Universal Containers purchased Knowledge and would like to implement it as soon as possible.

What approach should a consultant recommend?

55. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

56. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.

How can this be achieved?

57. 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?

58. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

59. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.

• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

60. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

61. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.

Which solution should a consultant recommend?

62. Which solution can be used to improve call deflection?

63. What are two benefits of deploying Knowledge in Customer Communities?

64. 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?

65. 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

66. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.

What should a consultant recommend to meet these requirements? (Choose 2)

67. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console.

What are two key considerations for this integration? Choose 2 answers

68. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

69. Which solution should a consultant recommend?

70. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

71. Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.

What solution should a consultant recommend?

72. 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?

73. KCS (knowledge centered support) what is it? Choose 2Answers

74. 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

75. Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

76. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

77. 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?

78. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.

What should a consultant recommend?

79. What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

80. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.

How should a Consultant configure the Lighting Service Console to support this requirement?

81. Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

82. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores.

What customer-related metric should the customer support management analyze? Choose 2 Answers

83. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered? Choose 3 answers

84. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to:

• Monitor Facebook fan page for new posts and comments from customers

• Link new posts and comments to an existing customer record

• Respond to posts from the existing Salesforce Console for Service

• Create and link social personas to contacts

What should a consultant recommend to meet these requirements?

85. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.

What is the first step an Administrator is required to perform in order to configure Omni Channel?

86. Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

87. A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members.

What should a Consultant recommend?

88. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

89. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

90. UniversalContainers initiates cases based on electronic transmissions from power units.

The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.

After the technical review is closed, an agent needs to contact the customers to review the activities.

Cases can only be closed after the customer review has been completed.

Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on are lated custom object.

Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

91. Universal Containers is exploring ways to provide its customers 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

92. UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

93. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

94. A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

95. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.

What should be configured to meet this requirement?

96. A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

97. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

98. Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

How should the consultant recommend delivering a successful implementation?

99. In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

What should a Consultant recommend to support this exercise?

100. Universal Containers Call Center Agents have limited visibility to customer support levels, 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