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ADM-261 dumps questions answers

Salesforce ADM-261 Dumps

Exam Code:
ADM-261
Exam Name:
Service Cloud Administration (SP24)
Last Update: May 24, 2024
355 Questions with Explanation
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Service Cloud Administration (SP24) Practice Questions

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Service Cloud Administration (SP24) Questions and Answers

Questions 1

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

Options:

A.

Web-to-Case

B.

Email-to-Case

C.

Salesforce for Outlook

D.

On-Demand Email-to-Case

Questions 2

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Options:

A.

Increased call deflection

B.

Increased call routing accuracy

C.

Reduced issue resolution time

D.

Reduced support channels

E.

Optimized useof resources

Questions 3

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

Options:

A.

Publish ongoing updates to the community knowledge base with details about the upgrade.

B.

Communicate information about the upgrade to customers in advance.

C.

Send routine status updates to customers via Chatter during the upgrade.

D.

Replace the default outage page with a custom page containing upgrade information.

E.

Notify customers once the upgrade is completed and full services are restored.