Salesforce nwexams ace Your Adm-261 Salesforce Consultant Exam by Tahlia q284 vce pdf

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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:

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport LayoutSecurity (TLS)

Discussion

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:

Create a report using the Case Lifecycle report type.

Create a report using the Case Age report type.

Create a report using the Case Historical Trending report type.

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:

Display articles in a public knowledge base.

Display articles in Salesforce Answers.

Display articles with HTML, images, and links.

Publish articles to the Web using Salesforce Publisher.

Discussion

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Question 19

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

Options:

Workflow rule

Validation rules on case process field

Escalation rule to ignore business hours based on casecriteria