Salesforce Service Cloud Administration - ADM-261 Free Exam Questions

A. Site consolidation

B. Open access to systems

C. Recovery point objective

D. Criteria for plan activation

A. Add conditional logic to the instructions

B. Add multiple ELSE IF blocks after the IF block

C. Create a formula to build the macro logic around

D. Add a formula block to the macro

A. Create three data categories for each product area (Personal Banking, Mortgage, CD).

B. Create three article types for each product area (Personal Banking, Mortgage, CD).

C. Create two data categories to display information (Question/Answer, Product Info).

D. Create two article typesto display information (Question/Answer, Product Info).

A. On Demand Email to Case

B. Community

C. Web to Case

D. Email to Case

A. Quick Actions must be enabled in the org.

B. The specific quick action must be added to the case Feed.

C. The specific quick action must be added to the case record Type.

D. Global Actions needs on the publisher layout.

A. Reduced support channels

B. Reducedissue resolution time

C. Increased call routing accuracy

D. Optimized useof resources

E. Increased call deflection

A. Monitoring the case escalationrule queue toconfirm service levels are met

B. Displaying whether a case response complies with a customer's service level agreement

C. Identifying the customer contact associated with a particular stage of a service contract

D. Representing metrics such as first-response and resolution time on cases

A. EnableOmni Channel by clicking Settings in Setup

B. Assign Users to the Omni Channel Feature License

C. Assign Users to Omni Channel permissions

D. Contact Salesforce to have Omni Channel enabled

A. Create an approval process to ensure only the appropriate cases get escalated.

B. Create a custom trigger to generate history when cases get escalated between tiers.

C. Create a case report to show the number of cases for each tier and sort them by case owner.

D. Create a case report to show all casesacross tiers filtered by an escalation flag.

A. Customer Satisfaction

B. Customer Engagement Score

C. Service-Level Measure

D. Net Promoter Score