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[2022] ADM-261 PDF Questions - Perfect Prospect To Go With ActualCollection Practice Exam
NEW QUESTION 48
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?
- A. Process Builder
- B. Auto launch flow
- C. Visualforce custom page
- D. Salesforce Console for Service
Answer: D
NEW QUESTION 49
Which solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Enable the knowledge sidebar setting in the case support settings.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. 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.
Answer: D
NEW QUESTION 50
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based profiles to restrict access by mappingarticle types
- B. Create geography-based profiles to restrict access using data categories
- C. Create geography-based roles to restrict access by mapping article types
- D. Create geography-based roles to restrict access using data categories
Answer: D
NEW QUESTION 51
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
Answer: B,C
NEW QUESTION 52
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Edits the case
- B. Reads the case
- C. All of the above
- D. Adds an activity or sends an email from the case record
- E. Adds a related comment to the case
Answer: A
NEW QUESTION 53
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Salesforce social profile on contacts.
- B. Integrate Facebook to its existing Customer Community.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Enable Social Customer Service.
Answer: A
NEW QUESTION 54
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Periodic maintenance windows
- C. Highly available telecom solution
- D. Server hardware infrastructure rebuilds
Answer: B,C
NEW QUESTION 55
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Use the Salesforce data loader to load and cleanse the data.
- B. Cleanse the data outside of Satesfbrce and then migrate thedata.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Upload the data into Salesforce and then run data cleansing tools.
Answer: B
NEW QUESTION 56
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION 57
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- B. Article permission sets allow agents to participate in the article publishing process
- C. Articles CANNOT be published until they are reviewed and validated by a qualified author
- D. Approval process CANNOTallow publishing of articles that have specific validation statuses
Answer: B
NEW QUESTION 58
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. # of articles per agent
- B. # of cases via email
- C. Total cases created
- D. Most popular articles
Answer: C,D
NEW QUESTION 59
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 60
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Web-to-Case
- C. Emall-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION 61
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Customer Community
- B. Web-to-Case
- C. Case Assignment Rules
- D. Embedded Chat Service
Answer: D
NEW QUESTION 62
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates a clickable URL hyperlink
- B. Indicates the name of a groupin which to place the Chatter message
- C. Ties the Chatter message to a topic
- D. Links the Chatter message to Twitter
Answer: C
NEW QUESTION 63
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