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ADM-261 – Service Cloud Administration

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Showing 7–9 of 15 questions

Question 7 (Pool A)

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

Select all that apply, then click Submit answer.

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    Visual Workflow
  • ○

    Lightning Guided Engagement
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    Quick Text
  • ○

    Macros
Question 8 (Pool A)

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over one million registered customers to securely submit cases and view the status of those cases

• Ability to display white papers to registered customers

• Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

Select an option, then click Submit answer.

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    Implement Partner Communities with Knowledge.
  • ○

    Implement Customer Communities with Content.
  • ○

    Implement Employee Communities with Content.
  • ○

    Implement Customer Communities with Knowledge.
Question 9 (Pool B)

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

Select an option, then click Submit answer.

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    Enable Omni Channel in Setup.
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    Assign Users to the Omni Channel Feature License.
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    Assign Users to Omni Channel permissions.
  • ○

    Contact Salesforce to have Omni Channel enabled.