Salesforce ADM-261 Exam Questions Free Practice Test

Viewing page 1 out of 11 pages

Viewing questions 1-10 out of questions

Questions # 1:

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?

Options:

Create an FAQ article type and configure theenable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Expert Solution

Questions # 2:

Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?

Choose 2 answers

Options:

Remove Apex code references to the Article RecordType field.

Configure the Visualforce page to use the Lightning Design System.

Rename the Visualforce page to "Lightning Knowledge"

Remove Apex code references to the ArticleType field.

Expert Solution

Questions # 3:

Which of the following utilize the "Automated Case User" (Choose 3 answers):

Options:

When a case is automatically assigned using assignment rules this user is listed in the case history

When an email notification is triggered via workflow this user is listed in the case history

When a case is escalated this user is listed in the case history

When a case is created via Web-To-Case this user is listed in the case history

When a case iscreated via Email-To-Case this user isassigned as the case owner

Expert Solution

Questions # 4:

Universal Containers' contact center manager needs to measure the following metrics:

* Agent productivity

* Customer satisfaction

Which report should a consultant recommend? (Choose 2)

Options:

Average handle time

First contact resolution

Averagespeed to answer

Escalation rate

Expert Solution

Questions # 5:

What is a benefit of acustomer community? Choose 2 answers.

Options:

Eliminates the need to track service level agreements

Reducesincoming call volume

Enables customers to log inquires without contacting an agent

Eliminates the need for support agents

Expert Solution

Questions # 6:

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Options:

Hire contact center representatives that specialize in each of the product categories.

Make contact center representatives accessible 24/7 to distribute the call volume.

Redirect users from the company site to social media forums about the products.

Makeknowledge base articles and community answers accessible on its website.

Expert Solution

Questions # 7:

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?

Options:

Create a custom web service to handle invoice inserts and updates from the billing system

Create a custom tab of type URL that displays a search page from the billing system

Import payment data into Salesforce and add to the contact page layout related list

Create a Visualforce page that retrieves payment information via a Web Service call-out

Expert Solution

Questions # 8:

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

Expert Solution

Questions # 9:

Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Options:

Workflow rule

Validation rules on case process field

Escalation rule to ignore business hours based on casecriteria

Expert Solution

Questions # 10:

A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

Options:

Last modified date and frequent search terms

Last modified date and number of recent article views

Original creation date and average rating of articles

Original creation date and total number of article views

Expert Solution

Viewing page 1 out of 11 pages

Viewing questions 1-10 out of questions

Pass the Salesforce ADM-261 ADM-261 Questions and answers with CertsForce