Service Cloud Administration Valid Test Topics & ADM-261 Free Download Demo & Service Cloud Administration Practice Test Training

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Salesforce Service Cloud Administration Sample Questions (Q223-Q228):

NEW QUESTION # 223
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultantrecommend? Choose 2 answers

A. Create a custom tab of type URL that displays a search page from the billing system.
B. Import payment data into Salesforce and add to the contact page layout as a related list.
C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
D. Use Lightning Connect to connect and access data in real-time from the billing system.

Answer: A,C

NEW QUESTION # 224
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A. Case Auto-Response Rules
B. Omni-Channel
C. Visual Workflow
D. Case Assignment Rules

Answer: B

NEW QUESTION # 225
Universal Containers is planning to provide different levels of support to customers in orderto 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

NEW QUESTION # 226
Which of the following utilize the "Automated Case User" (Choose 3 answers):

A. When a case is created via Web-To-Case this user is listed in the case history
B. When a case iscreated via Email-To-Case this user is assigned as the case owner
C. When a case is escalated this user is listed in the case history
D. When an emailnotification is triggered via workflow this user is listed in the case history
E. When a case is automatically assigned using assignment rules this user is listed in the case history

Answer: A,C,E

NEW QUESTION # 227
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Visual Workflow, data loader, and Force.com IDE
B. Visual Studio Code and change sets
C. Mass Transfer Records,change sets, and Visual Studio Code
D. Data loader, change sets, and Force.com Excel Connector

Answer: B

NEW QUESTION # 228
......

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Service Cloud Administration Valid Test Topics & ADM-261 Free Download Demo & Service Cloud Administration Practice Test Training

Latest Salesforce ADM-261 Exam Pass4sure | Verified ADM-261 Answers

Salesforce Service Cloud Administration Sample Questions (Q223-Q228):

100% Pass Quiz Reliable ADM-261 - Exam Sample Service Cloud Administration Online

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