TEST ADM-261 PASS4SURE & ADM-261 TEST BOOK

Test ADM-261 Pass4sure & ADM-261 Test Book

Test ADM-261 Pass4sure & ADM-261 Test Book

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Salesforce Service Cloud Administration Sample Questions (Q175-Q180):

NEW QUESTION # 175
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copyand making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

  • A. Use a Developer Pro sandbox for the DR exercise
  • B. Allow the exercise to be done in a Production instance
  • C. Use a Full copy sandbox for the DR exercise
  • D. Use a Partial sandbox for the DR exercise

Answer: C


NEW QUESTION # 176
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. Only one inbound email address can be used for Email-to-Case
  • B. Assignment, escalation, and workflow rules are processed on inbound emails
  • C. Follow-up emails and attachments related to a case are attached to the case
  • D. Follow-up emails related to a case will update the case comments

Answer: C,D


NEW QUESTION # 177
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

  • A. Order ManagementSystem
  • B. Computer Telephony Integration
  • C. Automatic Call Distribution
  • D. Interactive Voice Response

Answer: D


NEW QUESTION # 178
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers

  • A. Rename the Visualforce pageto "Lightning Knowledge"
  • B. Configure the Visualforce page to use the Lightning Design System.
  • C. Remove Apex code references to the ArticleType field.
  • D. Remove Apex code references to the Article RecordType field.

Answer: A,B


NEW QUESTION # 179
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

  • A. Entitlements
  • B. Case milestones
  • C. Omni-channel
  • D. Case escalation

Answer: A,C,D


NEW QUESTION # 180
......

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