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Salesforce ADM-261 Dumps Questions Answers

Exam Code:
ADM-261
Last Update: Aug 10, 2022
355 Questions
PDF + Testing Engine
$79.2  $175.99
 
Testing Engine (only)
$59.4  $131.99
 
PDF (only)
$49.5  $109.99
 

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Service Cloud Administration (SP22) Questions and Answers

Questions 1

Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

Options:

A.

Contact salesforce to have Omni channel enabled.

B.

Enable Omni channel in setup.

C.

Assign users to the Omni channel feature license.

D.

Assign users to Omni channel permissions.

Questions 2

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Options:

A.

Implement a customer self-service portal

B.

Enable agents to transfer calls to other agents

C.

Cross-train agents on both product lines

D.

Prioritize customer calls based on their SLA

Questions 3

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options:

A.

Grant Authors access to the FAQ article type.

B.

Set article Org Wide Default to Public ReadWrite.

C.

Add Authors to the FaQ Data Category.

D.

Grant Authors access to the FaQ record type

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