ADM-261 by Salesforce Valid Free Exam Practice Test

Question 1

Universal containers is in the process of setting up a business-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. Cases B. Service contracts C. Milestones D. Assets

Correct Answer: B

Question 2

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?

A. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types. B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport. C. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data. D. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Correct Answer: B

Question 3

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. Macros B. Quick Text C. Visual Workflow D. Lightning Guided Engagement

Correct Answer: A,B

Question 4

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers

A. Interactive Voice Response (IVR) B. Chat log history C. Workflow Management (WFM) D. Entitlements E. Automatic Call Distributor (ACD)

Correct Answer: C,E

Question 5

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?

A. Create a service cloud console to support all channel groupings. B. Create an agent role for each channel grouping. C. Create an agent profile for each channel grouping. D. Create a unique case page layout for each channel grouping.

Correct Answer: D

Question 6

What process is a use case for Visual workflow? Choose 3 answers

A. Caller verification and creation of a new case B. Decision-based troubleshooting for representatives C. Assignment of email to a case queue based on subject D. Cross-self promotions for representatives E. Field validation during case creation

Correct Answer: A,B,E

Question 7

Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A. Entitlement processes, contracts, contract line Items, and entitlements B. Entitlement processes, contracts, milestones, and milestone actions C. Entitlement processes, contract line items, milestones, and entitlements D. Entitlement processes, milestones,milestone actions, and entitlements

Correct Answer: D

Question 8

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 andcomments 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?

A. Enable Salesforce social profile on contacts. B. Create a Lightning Platform app for Facebook monitoring. C. Enable Social Customer Service. D. Integrate Facebook to its existing Customer Community.

Correct Answer: A

Question 9

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A. Makeknowledge base articles and community answers accessible on its website. B. Hire contact center representatives that specialize in each of the product categories. C. Redirect users from the company site to social media forums about the products. D. Make contact center representatives accessible 24/7 to distribute the call volume.

Correct Answer: A

Salesforce Service Cloud Administration - ADM-261 Exam Practice Test