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Salesforce Service Cloud Administration Sample Questions (Q156-Q161):

NEW QUESTION # 156
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers

A. Visibility and accessto the work order records
B. Work order and customer contact escalation requirements
C. Total number of account and contact records in the database
D. Account team relationship to the primary contact
E. Case closure rules on the original case

Answer: A,B,E

NEW QUESTION # 157
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?

A. Auto launch flow
B. Salesforce Console for Service
C. Visualforce custom page
D. Process Builder

Answer: B

NEW QUESTION # 158
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options

A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team

Answer: C,D

NEW QUESTION # 159
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Whichthree configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party CTI systems.
B. Assign the correct Salesforce users to the Call Center.
C. Assign the Salesforce CTI license to Salesforce users.
D. Create a softphone layout and assign to user profiles.
E. Enable Live Agent in their community to chat with an agent.

Answer: A,B,D

NEW QUESTION # 160
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of articles created by agent
B. Number of solutions created by agent
C. Numberof cases escalated by agent
D. Number of articles attached to a case

Answer: A,D

NEW QUESTION # 161
......

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Authoritative Exam ADM-261 Cram Review - 100% Pass ADM-261 Exam

Reliable ADM-261 Test Notes | New ADM-261 Test Questions

Salesforce Service Cloud Administration Sample Questions (Q156-Q161):

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