Free Salesforce ADM-261 Exam Dumps Questions & Answers

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Configure IVR routing to bypass Tier 1 for the product line.
• B.Create a dashboard to track and manage call volumes by type.
• C.Configure Omni-channel to assign cases directly to Tier 2.
• D.Create Knowledge Articles and publish internally and publicly.

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

• A.Plan, Prepare, Test, Execute, Validate
• B.Plan, Prepare, Validate, Execute, Text
• C.Prepare, Plan, Validate, Execute, Text
• D.Prepare, Plan, Text, Execute, Validate

Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

• A.Average handle time
• B.Firstcall resolution
• C.Average days to close
• D.Abandon rate

Using Import Wizard, howmany Asset records can you import at a time?

• A.50,000
• B.You cannot import Assets via Import Wizard
• C.100,000
• D.1000
• E.5000

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

• A.Use Twitter-to-Case and add workflow rules to the case object
• B.Enable social profile and add workflow rules to the contact object
• C.Enable social profile and add assignment rules to the case object
• D.Use the routing queues provided with Salesforce for Twitter and Facebook