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  • Exam Name: Service Cloud Administration (SP24)
  • Last Update: 07-May-2024
  • Questions and Answers: 355
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ADM-261 Questions and Answers

Question # 1

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A.

Streamline the agent interface.

B.

Enable templates for written responses.

C.

Offer supports through Facebook and twitter.

D.

Implement team productivity dashboards.

Question # 2

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.

How should the requirement be met?

A.

Create a custom report

B.

Create a custom related list on the case

C.

Create a custom view on the Case tab

D.

Create a custom Visualforce page

Question # 3

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

A.

Implement Service Cloud console to support agents

B.

LeverageLive Agent for web-based chat

C.

Enable service contracts and entitlements

D.

Implement Salesforce Knowledge on a portal

Question # 4

Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A.

Case queues

B.

Case custom reports

C.

Case assignment rules

D.

Case dashboards

Question # 5

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A.

Agents can use telephony on a wide range of browsers andoperating systems while only developing once.

B.

Developers can embed API calls and processes on web pages to automate call handling processes.

C.

Developers can integrate with any telephony platform available with little to no need for customization.

D.

Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

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ADM-261 Testimonials

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