Free ADM-261 Exam Braindumps

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

  1. Use a Change Set
  2. Manually re-create the Permission Sets
  3. Create an Unmanaged Package
  4. Publish a Managed Package

Answer(s): A



Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

  1. Omni Channel
  2. Process Builder Assignment
  3. Live Agent
  4. Case Assignment Rules

Answer(s): A



What is a common deflection technique to reduce the number of interactions for a contact center? (Choose 2).

  1. Recommend articles during a call for a support agent
  2. Suggest articles for a web-to-case question
  3. Suggest articles for an email-to-case question
  4. Recommend articles prior to a Live Agent session

Answer(s): B,D



Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

Which three configurations are needed for the softphone to work in Salesforce? (Choose 3)

  1. Install an adapter from AppExdiange to work with third-party CTI systems.
  2. Enable Live Agent in their community to chat with an agent.
  3. Assign the correct Salesforce users to the Call Center.
  4. Create asoftphone layout and assign to user profiles.
  5. Assign the Salesforce CTI license to Salesforce users.

Answer(s): A,C,D



A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? (Choose 3)

  1. customer satisfaction Survey
  2. Customer Purchase History
  3. Customer Support Requests
  4. Net promoter Score
  5. Service Level Agreement

Answer(s): A,B,D