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ADM-261 Service Cloud Administration Web-Based Practice Exam

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Salesforce Service Cloud Administration Sample Questions (Q30-Q35):

NEW QUESTION # 30
What process is a use case for Visual workflow? Choose 3 answers

A. Decision-based troubleshooting for representatives
B. Cross-self promotions for representatives
C. Assignment of email to a case queue based on subject
D. Field validation during case creation
E. Caller verification and creation of a new case

Answer: A,D,E

NEW QUESTION # 31
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A. Escalation Rules
B. Mass Email
C. Chatter Groups
D. Public Groups

Answer: C

NEW QUESTION # 32
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

A. Configure IVR auto response
B. Deploy Call Center Directory
C. Configure call center definition
D. Install CTI adapter using open CTI
E. Assign users to a call center

Answer: C,D,E

NEW QUESTION # 33
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?

A. Enable Chatter case feed and add product development team members to the case team.
B. Create a related child case and assign the child case tothe product development team.
C. Build a repository of Knowledge articles related to integration and share it with the customer.
D. Create a private Chatter group with customers and invite key individuals to join the group.

Answer: D

NEW QUESTION # 34
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A. Assign users a permission with access to the service console app
B. Assign users a profile with access to the service console app
C. Assign users a sharing rule with access to the service console app
D. Assign user to public group with access to the service console app

Answer: A,B

NEW QUESTION # 35
......

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