Salesforce prepway salesforce Consultant Adm-261 Release Date by Lowri q142 vce pdf

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Exam Name:	Service Cloud Administration (WI25)
Exam Code:	ADM-261 Dumps
Vendor:	Salesforce	Certification:	Salesforce Consultant
Questions:	354 Q&A's	Shared By:	lowri

Question 48

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

Discussion

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Question 49

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

Options:

An outbound message to a middleware platform to provide map details

A mashup integration on the Account page to a third-party mapping service

A Web Service call-out that retrievesmap details from the backend system

A custom tab of type URL that displays a map image of customer location

Discussion

Question 50

A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

Options:

Report on the articlesfollowed in Chatter

Report on agent ratings on articles

Report on agent feedback on articles

Report on the articles attached to cases

Discussion

Question 51

Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?

Choose 2 answers

Options:

Data Category to assign an Article Type to a Reviewer

Validation Rules for Article Types to verify all fields during creation