최신 ADM-261 무료덤프 - Salesforce Service Cloud Administration

문제1

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. The specific Quick Action must be added to the Case Feed.

B. The specific Quick Action must be added to the Case record page.

C. Quick Actions must be enabled in the org.

D. Global Actions need to be on the publisher layout.

정답: A,B

문제2

UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

A. Contact report run time

B. Contact view page load time

C. Contact list view edit time

D. Contact related list load time

정답: A

문제3

For which purpose should a contact center use visual workflow?

A. To escalate a case to the support manager if it has been open for more than 72 hours.

B. To automatically assign cases to a specific queue based on the customer support level.

C. To automate business processes for agents who troubleshoot customer support issues via phone.

D. To assign follow-up tasks to an agent one week after a case is closed.

정답: C

문제4

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

A. Ensure each laptop has a modern browser installed.

B. Add additional components to the Lightning console.

C. Allow the user to log into Live Agent from multiple browsers.

D. Coach users on minimizing open console tabs.

정답: A,D

문제5

Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

A. Computer Telephone Integration

B. Live Agent

C. Social Customer Service

D. Interactive Voice Response

정답: B,C

문제6

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team.

B. Number of Knowledge articles created each month.

C. Number of cases closed by self-service users.

D. Number of cases created using Communities by month.

정답: C,D

문제7

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

A. 1000

B. You cannot import Assets via Import Wizard

C. 5000

D. 100,000

E. 50,000

정답: B

문제8

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 HTML files referencing image to be uploaded

B. Create a single CSV file, including all article types

C. Create multiple CSV files, one for each article type

D. Load all articles with the Apex data loader tool

E. Match each new article to an existing article type

정답: A,C,E

문제9

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A. It is a server based software program that controls the behavior of a Salesforce SoftPhone

B. It utilizes the SoftPhone capability from within the Salesforce application

C. It is an intermediarybetween a telephony system and a Salesforce CRM call center user

D. It allows voicemails to be captured and stored as attachments on cases

정답: B,C

최신 ADM-261 무료덤프 - Salesforce Service Cloud Administration

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