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Salesforce Updated ADM-261 Exam Questions and Answers by tahlia

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Salesforce ADM-261 Exam Overview :

Exam Name: Service Cloud Administration (SU24)
Exam Code: ADM-261 Dumps
Vendor: Salesforce Certification: Salesforce Consultant
Questions: 354 Q&A's Shared By: tahlia
Question 16

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.

Which customer requirement would require the use of Email-to-Case?

Options:

A.

Accepts email attachments larger than 10 MB

B.

Accepts attachments from emails

C.

Handles more the 10,000 emails a day

D.

Requires the use of Transport LayoutSecurity (TLS)

Discussion
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Question 17

A manager has noticed an increasein average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

Options:

A.

Create a report using the Case Lifecycle report type.

B.

Create a report using the Case Age report type.

C.

Create a report using the Case Historical Trending report type.

D.

Create a report using the Case Snapshot report type.

Discussion
Question 18

Which feature ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Options:

A.

Display articles in a public knowledge base.

B.

Display articles in Salesforce Answers.

C.

Display articles with HTML, images, and links.

D.

Publish articles to the Web using Salesforce Publisher.

Discussion
Question 19

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Options:

A.

Workflow rule

B.

Validation rules on case process field

C.

Escalation rule to ignore business hours based on casecriteria

Discussion
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