TRUSTWORTHY ADM-261 PDF | ADM-261 NEW PRACTICE MATERIALS

Trustworthy ADM-261 Pdf | ADM-261 New Practice Materials

Trustworthy ADM-261 Pdf | ADM-261 New Practice Materials

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Tags: Trustworthy ADM-261 Pdf, ADM-261 New Practice Materials, ADM-261 Exam Preparation, ADM-261 Latest Exam Pattern, ADM-261 Practical Information

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Salesforce Service Cloud Administration Sample Questions (Q168-Q173):

NEW QUESTION # 168
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

  • A. Allow agents to create Knowledge articles when closing a case.
  • B. Require agents to create Knowledge articles when opening a case.
  • C. Add the Submit Feedback button on the Solutions tab.
  • D. Add the Submit Feedback button to articles.

Answer: A


NEW QUESTION # 169
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

  • A. Create a custom web serviceto handle invoice inserts and updates from the billing system
  • B. Import payment data into Salesforce and add to the contact page layout related list
  • C. Create a Visualforce page that retrieves payment information via a Web Service call-out
  • D. Create a custom tab of type URL that displays a search page from the billing system

Answer: C


NEW QUESTION # 170
Milestones can be added towhich three object types?
Choose 3 Answers

  • A. Entitlement
  • B. Service
  • C. Work order
  • D. Account
  • E. Case

Answer: A,C,E


NEW QUESTION # 171
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

  • A. Follow-up emails related to a case will update the case comments
  • B. Follow-up emails and attachments related to a case are attached to the case
  • C. Assignment, escalation, and workflow rules are processed on inbound emails
  • D. Only one inbound email address can be used for Email-to-Case

Answer: A,B


NEW QUESTION # 172
What process is a use case for Visual workflow? Choose 3 answers

  • A. Caller verification and creation of a new case
  • B. Field validation during case creation
  • C. Cross-self promotions for representatives
  • D. Decision-based troubleshooting for representatives
  • E. Assignment of email to a case queue based on subject

Answer: A,B,D


NEW QUESTION # 173
......

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