Salesforce Service Cloud Administration - ADM-261 FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A. Number of archived articles B. Number of customer ratings C. Number of approved articles D. Number of article votes

Discussion 0

Correct Answer: D Vote an answer

Question 2

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A. Customer Chatter groups B. Web-to-Case C. Email-to-Case D. On-Demand Email-to-Case

Discussion 0

Correct Answer: D Vote an answer

Question 3

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing B. Case Skills-based Assignment Rules C. Omni-channel Queue-based routing D. Live AgentQueue-based routing

Discussion 0

Correct Answer: D Vote an answer

Question 4

Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and trackthe status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Employee Community B. Partner Community C. Customer Community D. Reseller Community

Discussion 0

Correct Answer: B Vote an answer

Question 5

Universal Containers is exploring ways to provide itscustomers 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

A. Enable web -to -case on theirpublic website. B. Enable Live Agent in their community to chat with an agent. C. Add the Question action to Chatter in the community publisher. D. Use a community template to set up their customer community.

Discussion 0

Correct Answer: C,D Vote an answer

Question 6

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

A. Email Alert B. Email Relay C. Email Template D. Workfl E. Assignment Rule

Discussion 0

Correct Answer: A,C,D Vote an answer

Question 7

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A. Average queue time per agent B. Number of sales queues C. Opportunities per channel D. Number of leads created E. Cost per call

Discussion 0

Correct Answer: C,D,E Vote an answer

Question 8

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team. B. Number of Knowledge articles created each month. C. Number of cases closed by self-service users. D. Number of cases created using Communities by month.

Discussion 0

Correct Answer: C,D Vote an answer