Free Salesforce ADM-261 Practice Exam with Questions & Answers | Set: 3

Name: How to Pass ADM-261 Exams
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SKU: adm-261
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Questions 21

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

Options:

# of articles per agent

Most popular articles

# of cases via email

Total cases created

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Kassandra

02-Jan-2025

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Questions 22

The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

Options:

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

Questions 23

Universalcontainers 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?

Options:

Milestones

Assets

Service contracts

Cases

Questions 24

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

Options:

Automatic Call Distributor

Private Branch Exchange

Interactive Voice Response

Time and Attendance

Questions 25

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Options:

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on thecase object.

Questions 26

Universal Containers wants toimplement 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

Options:

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reducedissue resolution time

Questions 27

The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?

Choose 2 answers

Options:

Customer community

Knowledge base

Service cloud console

Automatic call distribution

Questions 28

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

Options:

Use a community template to set up their customer community.

Enable web -to-case on their public website.

Enable Live Agent in their community to chat with an agent.

Add the Question action to Chatter in the community publisher.

Questions 29

UC's support team requires its customers tosubmit 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?

Options:

Email-to-Case

Web-to-Case

On-Demand Email-to-Case

Customer Chatter groups

Questions 30

Which solution should a consultant recommend?

Options:

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.