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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 7)

Page 7 of 90
PDF with 355 Questions

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

  1. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
  2. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
  3. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
  4. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Answer(s): A



A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

  1. Add the entitlements related list to contact records
  2. Add the entitlement contacts related list toaccount records
  3. Add the assets related list to contact records
  4. Add the service contract related list to contact records

Answer(s): A



Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

  1. ChatQueue-based routing
  2. Case Skills-based Assignment Rules
  3. Omni-channel Queue-based routing
  4. Omni-channel Skills-based routing

Answer(s): C



The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

  1. Limit Customers to 5 Cases per day.
  2. Provide a self-help Customer Community.
  3. Add more support phone lines.
  4. Ask sales reps to respond to support Cases.

Answer(s): B



Page 7 of 90



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