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ADM-261 – Service Cloud Administration

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Showing 10–12 of 15 questions

Question 10 (Pool B)

Which support channel requires the smallest amount of agent work time?

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    Web to case
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    Email to case
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    Web self service
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    Chat
Question 11 (Pool A)

Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

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    Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue             

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    Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case             

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    Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case             

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    Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
Question 12 (Pool B)

Auto Response rules work on which objects?

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    Leads and Cases
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    Leads and accounts
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    Accounts and Opportunity
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    Accounts and Cases