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Salesforce Updated ADM-261 Exam Questions and Answers by kyron

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Salesforce ADM-261 Exam Overview :

Exam Name: Service Cloud Administration (SP25)
Exam Code: ADM-261 Dumps
Vendor: Salesforce Certification: ADM-261
Questions: 354 Q&A's Shared By: kyron
Question 24

For which purposeshould a contact center use Visual Flow?

Options:

A.

To assign follow-up tasks to an agent one week after a case is closed.

B.

To automatically assign cases to a specific queue based on the customer support level

C.

To escalate to the support manager if it has beenopen for more than 72 hours

D.

To automate business processes for agents who troubleshoot customer support issues via phone

Discussion
Question 25

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Options:

A.

Assignment rules

B.

Validation rules

C.

Workflow rules

D.

Auto-response rules

Discussion
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Question 26

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Options:

A.

The specific Quick Action must be added to the Case Feed.

B.

Global Actions need to be on the publisher layout.

C.

The specific Quick Action must be added to the Case record page.

D.

Quick Actions must be enabled in the org.

Discussion
Question 27

A contact center manager is looking for ways to overall cost per case.

What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Options:

A.

Average number of activities per case

B.

Average number of articles attached to a case

C.

Total number of cases by origin

D.

Average customer satisfaction score by case

Discussion
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