How to Pass the Salesforce ADM-261 Exam: Comprehensive Service Cloud Administration (WI24) Guide and Tips

Questions 91

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

Options:

Onautility bar of the Lightning App

On a record Highlights Panel

On a record Activity Feed list

On the Calendar right hand panel

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Questions 92

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?

Options:

Omni-channel Skills-based routing

Live AgentQueue-based routing

Omni-channel Queue-based routing

Case Skills-based Assignment Rules

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Questions 93

Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

Options:

Route cases to agents in an alternate center.

Disable the Interactive Voice Response (IVR) system.

Deliver training on case handling for contingent staff.

Update thecase status field values.

Monitor service level agreements (SLAs) and notify customers.

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Questions 94

For which purposeshould a contact center use Visual Flow?

Options:

To assign follow-up tasks to an agent one week after a case is closed.

To automatically assign cases to a specific queue based on the customer support level

To escalate to the support manager if it has beenopen for more than 72 hours

To automate business processes for agents who troubleshoot customer support issues via phone

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Questions 95

Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?

Options:

Telephony

Order Fulfillment

Enterprise Resource Planning (ERP)

Marketing

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Questions 96

A customer has recently implemented an on-premise telephony system that iscommon in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

Options:

Implement an on demand telephony solution provided by a vendor.

Use a computer telephony integration (CTI) adapter that supports its telephony system.

Create an API integration between Salesforce and the telephony system.

Build a custom computer telephony integration (CTI) adapter using the Toolkit.

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Questions 97

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measurecan satisfy this requirement?

Options:

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

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Questions 98

Case escalation rules triggered on thelast modification will be reset each time a user does which of the following actions?

Options:

Reads the case

Adds a related comment to the case

Adds an activity or sends an email from thecase record

Edits the case

All of the above

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Questions 99

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Options:

The specific Quick Action must be added to the Case Feed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

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Questions 100

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.

Which solution should a Consultant recommend?