Free Salesforce ADM-261 Exam Dumps Questions & Answers

Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

• A.Increase the number of agents.
• B.Improve the agent interface.
• C.Enable templates for written responses.
• D.Employ surveys to confirm customer satisfaction.

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

• A.Create multiple CSV files, one for each article type
• B.Match each new article to an existing article type
• C.Load all articles with the Apex data loader tool
• D.Create HTML files referencing image to be uploaded
• E.Create a single CSV file, including all article types

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

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

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

• A.Add Authors to the FaQ Data Category.
• B.Grant Authors access to the FAQ article type.
• C.Set article Org Wide Default to Public ReadWrite.
• D.Grant Authors access to the FaQ record type

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A.Provide a macro that will automatically create the activities when executed.
• B.Add an object-specific custom quick action to create new activities.
• C.Hire a certified developer to write an apex trigger thatcreates each new activity.
• D.Assign a single agent to create the activities on all new onboarding cases.