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ADM-261 – Service Cloud Administration

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Showing 1–3 of 15 questions

Question 1 (Pool A)

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

Select all that apply, then click Submit answer.

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    Only one inbound email address can be used for Email-to-Case
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    Follow-up emails and attachments related to a case are attached to the case
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    Assignment, escalation, and workflow rules are processed on inbound emails
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    Follow-up emails related to a case will update the case comments
Question 2 (Pool B)

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

Select all that apply, then click Submit answer.

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    Knowledge Base
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    Customer Community
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    Automatic Call Distribution
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    Service Cloud Console
Question 3 (Pool A)

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which two actions will improve the performance of the list views? Choose 2 answers

Select all that apply, then click Submit answer.

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    Restrict visibility of the views
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    Reduce the number of fields displayed
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    Filter the views by case owner
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    Remove filter criteria from the views