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Free PDF Salesforce - ADM-261 Latest Valid Test Practice

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Salesforce Service Cloud Administration Sample Questions (Q174-Q179):

NEW QUESTION # 174
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Use suggested Knowledge articles
B. Increase the Call-to-Order ratio
C. Use integrated voice response
D. Bypass entitlement verification

Answer: A,C

NEW QUESTION # 175
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Implement Service Cloud console to support agents
B. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal

Answer: B,D

NEW QUESTION # 176
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Publisher Actions
B. Chatter
C. Quick Text
D. Omni-Channel
E. Macros

Answer: A,C,E

NEW QUESTION # 177
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A. Utilize an AppExchange package to handle customer surveys
B. Enable the case survey object for the customer portal
C. Create a validation rule for case survey email templates
D. Modify the user interface settings for the case survey sidebar

Answer: A

NEW QUESTION # 178
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?

A. Reads the case
B. Adds an activity or sends an email from the case record
C. Adds a related comment to the case
D. Edits the case
E. All of the above

Answer: D

NEW QUESTION # 179
......

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