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Salesforce ADM-261 Test Dumps

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Question # 1



Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System



B.   Interactive Voice Response




Question # 2



Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
A. Run and view Salesforce reports.
B. Update case data for a customer.
C. Post report information on Chatter.
D. Review existing cases for an account.



A.   Run and view Salesforce reports.


D.   Review existing cases for an account.




Question # 3



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?
A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance



C.   Interactive Voice Response




Question # 4



Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
A. Number of Closedcases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added



B.   Average Number of days to close cases


C.   Number of open cases per day


D.   Number of cases escalated




Question # 5



Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge MigrationTool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.



C.   Use the Files Related List on each article to add files to your articles.




Question # 6



The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
A. Omni-Channel
B. Case Auto-Response Rules
C. Visual Workflow
D. Case Assignment Rules



A.   Omni-Channel




Question # 7



Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers
A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTIadapterusing open CTI
D. Configure IVR auto response
E. Assign users to a call center



A.   Configure call center definition


C.   Install CTIadapterusing open CTI


E.   Assign users to a call center




Question # 8



A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A. Number of Chatter files attached to cases.
B. Number of published article views.
C. Number of articles associated to cases.
D. Number of content packs attached to cases.
E. Number of successful keyword searches.



A.   Number of Chatter files attached to cases.


C.   Number of articles associated to cases.


E.   Number of successful keyword searches.




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Service Cloud Administration (SU24) Exam Dumps


Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)

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