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ADM-261 PDF

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  • Exam Name: Service Cloud Administration (SU22)
  • Last Update: 24-Sep-2022
  • Questions and Answers: 355
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ADM-261 Questions and Answers

Question # 1

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

A.

Configure Omni-Channel Supervisor tab and 3rd party access.

B.

Configure Live Agent Supervisor tab and Whisper Messages.

C.

Add the Live Agent Component to the Utility bar.

D.

Configure the SOS snap-in for the Lightning Service Console.

Question # 2

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A.

Create an FAQ article type and configure theenable suggested articles option in support settings.

B.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

C.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

D.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Question # 3

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A.

On-demand email to case

B.

On-demand email to case with sites

C.

Email to case with web to case

D.

Email to care with Site

Question # 4

Auto Response rules work on which objects?

A.

Leads and Cases

B.

Leads and accounts

C.

Accounts and Opportunity

D.

Accounts and Cases

Question # 5

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A.

Use Visualforce to create a wizard for each process

B.

Organize the fields on the page layout to match each process

C.

Use Visual Workflow to streamline the process

D.

Create a custom object for each step in the process

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