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ADM-261 – Service Cloud Administration

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Showing 4–6 of 15 questions

Question 4 (Pool A)

Which three are characteristics of Visual Workflow? Choose 3 answers

Select all that apply, then click Submit answer.

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    Apex code must be used to update fields in the database.
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    Elements can be used to pass data to legacy systems.
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    Apex code must be used to pass data to legacy systems.
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    Only one version of a flow can be activated at a time.
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    Elements can be used to update fields in the database.
Question 5 (Pool B)

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

Select all that apply, then click Submit answer.

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    Enable Chatter for agent collaboration.
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    Create auto response templates for emails.
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    Enable Knowledge in a Service Cloud portal.
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    Enable Ideas in a Service Cloud portal.
Question 6 (Pool B)

Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

Select all that apply, then click Submit answer.

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    Enable service contracts and entitlements.
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    Implement Salesforce Console for Service to support agents.
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    Leverage Live Agent for web-based chat.
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    Implement Salesforce Knowledge on a portal.