[Jan-2023] Study resources for the Valid ADM-261 Braindumps!

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NEW QUESTION 163
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A. Send routine status updates to customers via Chatter during the upgrade.
• B. Communicate information about the upgrade to customers in advance.
• C. Publish ongoing updates to the community knowledge base with details about the upgrade.
• D. Replace the default outage page with a custom page containing upgrade information.
• E. Notify customers once the upgrade is completed and full services are restored.

Answer: B,D,E

 

NEW QUESTION 164
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?

• A. A custom tab of type URL that displays a map image of customer location
• B. A Web Service call-out that retrieves map details from the backend system
• C. An outbound message to a middleware platform to provide map details
• D. A mashup integration on the Account page to a third-party mapping service

Answer: D

 

NEW QUESTION 165
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A. Write an Apex trigger that deletes one case each time a new case is created.
• B. Optimize queries to reduce the scope of Cases included with each search.
• C. Create a data retention plan that archives or purges Cases at regular intervals.
• D. Ask contact center managers to review data each quarter to possiblydelete.

Answer: B,C

 

NEW QUESTION 166
Whatcan universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

• A. Offer supports through Facebook and twitter.
• B. Enable templates for written responses.
• C. Streamline the agent interface.
• D. Implement teamproductivity dashboards.

Answer: B,C

 

NEW QUESTION 167
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• A. Activate Knowledge One on the case detail page.
• B. Activate Knowledge One within the Salesforce Console for Service.
• C. Create a Knowledge Visualforce component on the case detail page.
• D. Create a Knowledge Visualforce component within the Salesforce Console for Service.

Answer: B

 

NEW QUESTION 168
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the case snapshot report type.
• B. Create a report usingthe case historical trending report type.
• C. Create a report using the case age report type.
• D. Create a report using the case lifecycle report type.

Answer: D

 

NEW QUESTION 169
What is the primary function of a private branch exchange (PBX)?

• A. To mate calls to different agents
• B. To use speech recognition to direct calls
• C. To report thecaller's background information
• D. To receive multiple calls at one time

Answer: D

 

NEW QUESTION 170
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?

• A. Telesales center
• B. Human Resources (HR) help desk
• C. Information Technology (IT) help desk
• D. Telemarketing center

Answer: C

 

NEW QUESTION 171
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?

• A. Partner Community
• B. Sites
• C. Employee Community
• D. Customer Community

Answer: D

 

NEW QUESTION 172
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

• A. Create user profiles orpermission sets
• B. Enable Chatter Messenger for the organization
• C. Enable Live Agent for the organization
• D. Create an iframe to display the chat window

Answer: C

 

NEW QUESTION 173
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

• A. Accepts attachments from emails
• B. Accepts email attachments larger than 10 MB
• C. Requires the use of Transport Layout Security (TLS)
• D. Handles more the 10,000 emails a day

Answer: B

 

NEW QUESTION 174
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

• A. Contact Salesforce to send a report on article efficacy.
• B. Install Knowledge Base Dashboards and Reports AppExchange package.
• C. Create a group of super users that will evaluate and manage articles.
• D. Send out a monthly survey to customers requesting feedback.

Answer: B

 

NEW QUESTION 175
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

• A. Provide additional training on tools and process
• B. Extend benefits to part-time agents
• C. Mix telephony interactions with email and chat
• D. Allow shift trading between agents

Answer: B,D

 

NEW QUESTION 176
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

• A. Service Level Agreement
• B. Net promoter Score
• C. customer satisfaction Survey
• D. Customer Purchase History
• E. Customer SupportRequests

Answer: B,C,D

 

NEW QUESTION 177
Why would customer upgrade from self-service to customer portal (Choose 3)?

• A. Better reporting
• B. Simpler and easier to configure
• C. Branded site
• D. Access to custom objects

Answer: A,C,D

 

NEW QUESTION 178
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

• A. Enable Omni channel in setup.
• B. Assign users to Omni channel permissions.
• C. Contact salesforceto have Omni channel enabled.
• D. Assign users to the Omni channel feature license.

Answer: A

 

NEW QUESTION 179
Which case submission process leverages Apex email services?

• A. Email-to-Case
• B. On-demand Email-to-Case
• C. Case submitted using chat
• D. Web-to-Case

Answer: B

 

NEW QUESTION 180
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

• A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
• B. Createan FAQ article type and configure the enable suggested articles option in support settings.
• C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
• D. Define a data category called FAQ and assign category visibility to users in the contact centre role.

Answer: A

 

NEW QUESTION 181
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