Salesforce ADM-261 Question Answers

Question # 1

A Global company requires public documents to betranslated into multiple languages. Which implementation should the consultant recommend? 
 

A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files

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Question # 2

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

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

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Question # 3

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

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

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Question # 4

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers. 
 

A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.

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Question # 5

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend? 
 

A. Omni-channel Skills-based routing
B. Live AgentQueue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules

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Question # 6

Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers. 
 

A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update thecase status field values.
E. Monitor service level agreements (SLAs) and notify customers.

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Question # 7

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement? 
 

A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System

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Question # 8

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 the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.

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Question # 9

Universal Containers wants articles to be suggested to agents based on information they
 are typing into the case. Which solution should a consultant recommend? 
 

A. Implement a Salesforce Console for Service and enable the 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. Create a Visualforce page called Knowledge sidebar on the case page layout.

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Question # 10

Universal Containers wants to provide its customers with more support options.
 Which three should a Consultant recommend? Choose 3 answers 
 

A. Create a Customer Community
B. UtilizeKCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience

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Salesforce ADM-261 Frequently Asked Questions