ADM-261

UniversalContainers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review is closed, an agent needs to contact the customers to review the activities. Cases...

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answersA . Evolving content-based product lifecyclesB . Creating content as a result of solving issuesC . Rewarding learning, collaboration, sharing and improving.D . Developing a knowledge base on the experience of an individualView AnswerAnswer: B,C

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answersA . Enable templates for written responses.B . Increase the number of agents.C . Improve the agent interface.D . Employ surveys to confirm customer satisfaction.View AnswerAnswer: A,D

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?A . Omni-Channel Utility ComponentB . Cases report sorted by Rep and Case OwnerC . Cases report sorted by Rep and Case Created DateD . Omni-Channel Supervisor tabView AnswerAnswer: D

The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?A . Skills -based routingB . Private branch exchangeC . Workforce managementD...

Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.A . Integration with Field service teams and appsB . Strategies to maximize call deflectionC . Performance for high volume of interactionsD . Integration with Lead Generation team and appsView AnswerAnswer: C,D

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this?A . Partial Copy SandboxB . Administrator...

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answersA . Omni-ChannelB . Page LayoutsC . Record TypesD . Support ProcessesE . Article TypesView AnswerAnswer: A,C,D

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?A . Create separate data category groups for each division and assign the...

Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. How should a consultant deploy these Permission Sets to Production?A . Use a Change SetB . Manually re-create the Permission SetsC . Create an Unmanaged PackageD . Publish a Managed PackageView AnswerAnswer: A