2025 ADM-261 Premium Files Test pdf - Free Dumps Collection

Get ready to pass the ADM-261 Exam right now using our Service Cloud Consultant Exam Package

NEW QUESTION # 175
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

• A. Field Service Lightning
• B. Customer Community
• C. SOS Video Chat
• D. Salesforce Knowledge

Answer: C

NEW QUESTION # 176
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

• A. Assign users the Service User license on their User record.
• B. Assign users to a Permission Set granting the Service User license.
• C. Assign users to a Public Group with access to the service console app.
• D. Assign users to a Permission Set with access to the service console app.

Answer: A,D

NEW QUESTION # 177
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

• A. Number of solutions created per agent
• B. Number of cases in each status
• C. Number of cases by type by owner
• D. Number of cases created sorted by order

Answer: C,D

NEW QUESTION # 178
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloudplatform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

• A. Kanban
• B. Agile
• C. Waterfall
• D. Force.com IDE

Answer: B

NEW QUESTION # 179
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

• A. Average handle time
• B. Customer retention
• C. First call resolution
• D. Upsell percentage

Answer: A,C

NEW QUESTION # 180
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

• A. Escalation Rules
• B. Chatter Groups
• C. Mass Email
• D. Public Groups

Answer: B

NEW QUESTION # 181
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

• A. Migrate closed cases to a custom read-only object
• B. Migrate open and closed cases without milestones and entitlements
• C. Migrate closed cases with milestones and entitlements
• D. Migrate open and closed cases with milestones and entitlements

Answer: C

NEW QUESTION # 182
How should a consultant provide suggested article functionality to lightning service console users?

• A. Create email templates with knowledge articles attached.
• B. Add the knowledge tab to the console app.
• C. Add the knowledge component to the service console.
• D. Add the suggested article widget to the case page layout.

Answer: C

NEW QUESTION # 183
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

• A. High priority cases opened by account month to date
• B. Time spent by account year to date
• C. New cases opened by the account channel
• D. Escalated cases by account month to date

Answer: A,D

NEW QUESTION # 184
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?

• A. Salesforce console
• B. Case assignment
• C. Entitlements and milestones
• D. Case escalation

Answer: C

NEW QUESTION # 185
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 KCS adoption? Choose 2 answers

• A. Reduced first contact resolution
• B. A knowledge article life cycle that evolves based on usage and demand
• C. Reduced issue resolution time
• D. A knowledge article life cycle that is implementedcorrectly the first time and does not need to change

Answer: A,C

NEW QUESTION # 186
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

• A. Data loader, change sets, and Force.com Excel Connector
• B. Visual Workflow, data loader, and Force.com IDE
• C. Mass Transfer Records, change sets, and Force.com migration tool
• D. Force.com migration tool, Force.com IDE, and change sets

Answer: D

NEW QUESTION # 187
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

• A. Data Categories and Article Types
• B. Service Console Profile Assignments
• C. Data Categories and Article Actions
• D. Service Console Knowledge Components

Answer: A,D

NEW QUESTION # 188
Which of the following utilize the "Automated Case User" (Choose 3 answers):

• A. When a case is escalated this user is listed in the case history
• B. When a case is created via Email-To-Case this user isassigned as the case owner
• C. When a case is automatically assigned using assignment rules this user is listed in the case history
• D. When an email notification is triggered via workflow this user is listed in the case history
• E. When a case is created via Web-To-Case this user is listed in the case history

Answer: A,C,E

NEW QUESTION # 189
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

• A. Use the lightning knowledge migration tool and choose "include files".
• B. Post thefiles to the chatter feed on each article.
• C. Use the files related list on each article to add files to your articles.
• D. Upload the files as documents, then relate them to the migrated articles.

Answer: C

NEW QUESTION # 190
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

• A. Enable service contracts and entitlements
• B. Leverage Live Agent for web-based chat
• C. Implement Salesforce Knowledge on a portal
• D. Implement Service Cloud console to support agents

Answer: B,C

NEW QUESTION # 191
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

• A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
• B. Create two articletypes to display information (Question/Answer, Product Info).
• C. Create two data categories to display information (Question/Answer, Product Info).
• D. Create three article types for each product area (Personal Banking, Mortgage, CD).

Answer: A,B

NEW QUESTION # 192
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

• A. Server hardware infrastructure rebuilds
• B. System software restore after an outage
• C. Highly available telecom solution
• D. Periodic maintenance windows

Answer: C,D

NEW QUESTION # 193
UniversalContainers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A. Deploy based on the numberof trainers available
• B. Migrate case data and deploy to all users at office
• C. Migrate agents to Force.com Connect Offline during deployment
• D. Deploy in phases using countries as pilots

Answer: D

NEW QUESTION # 194
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. Workfl
• B. Email Template
• C. Email Alert
• D. Email Relay
• E. Assignment Rule

Answer: A,B,C

NEW QUESTION # 195
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A. Create a custom tab of type URL that displays a search page from the billing system
• B. Import payment data into Salesforce and add to the contact page layout related list
• C. Create a custom web serviceto handle invoice inserts and updates from the billing system
• D. Create a Visualforce page that retrieves payment information via a Web Service call-out

Answer: D

NEW QUESTION # 196
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?

• A. Configure lightning guided engagement.
• B. Customize the lightning console that page.
• C. Configure a chat validation rule.
• D. Customize the pre-chat form.

Answer: D

NEW QUESTION # 197
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

• A. Salesforce reporting speed may be affected
• B. Result may be slow when searching for records
• C. Related lists on the case object may be slow to populate
• D. The Salesforce org may be slow during the data import

Answer: A,B

NEW QUESTION # 198
......

Master 2025 Latest The Questions Service Cloud Consultant and Pass ADM-261 Real Exam!: https://www.vce4dumps.com/ADM-261-valid-torrent.html

A fully updated 2025 ADM-261 Exam Dumps exam guide from training expert VCE4Dumps: https://drive.google.com/open?id=1aphQXxOtMCffxXa0eF6wgPPPlDIrE9JD