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TOP ADM-261 100% Accuracy: Service Cloud Administration - High-quality Salesforce Simulations ADM-261 Pdf

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Salesforce Service Cloud Administration Sample Questions (Q289-Q294):

NEW QUESTION # 289
Which configuration item must be created when implementing Lightning Knowledge?

  • A. Article Types
  • B. Record Types
  • C. File Types
  • D. Attachment Types

Answer: B
NEW QUESTION # 290
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

  • A. Integration with Lead Generation team and apps
  • B. Integration with Field service teams and apps
  • C. Strategies to maximize call deflection
  • D. Performance for high volume of interactions

Answer: A,D
NEW QUESTION # 291
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers

  • A. All open cases by Channel
  • B. All Cases by Customer
  • C. All Cases closed Month-to-date
  • D. Case resolution time
  • E. All open Cases by Priority

Answer: A,D,E
NEW QUESTION # 292
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?

  • A. Customer Community
  • B. Partner Community
  • C. Sites
  • D. Employee Community

Answer: A
NEW QUESTION # 293
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

  • A. Validation rules
  • B. Auto-response rules
  • C. Assignment rules
  • D. Workflow rules

Answer: D
NEW QUESTION # 294
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