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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 26)

Page 26 of 90
PDF with 355 Questions

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

  1. Implement an adapter using the Telephony API.
  2. Move to a cloud -based telephony system.
  3. Implement an adapter built on Open CTI.
  4. Build an adapter using the telephony vendor's toolkit.

Answer(s): C



Universal containers wants to provide its 20 million customers with a portal where they can:

- Submit inquiries,

- Monitor the status of those inquiries,

- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

  1. Customer Community
  2. Partner Community
  3. Employee Community
  4. Sites

Answer(s): A



The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

  1. Implement Quick Text
  2. Enable the Support Process for default email templates
  3. Implement Macros
  4. Implement Email-To-Case
  5. Enable the support setting for default email templates

Answer(s): A,C,E



Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

  1. Employee Community
  2. Partner Community
  3. Reseller Community
  4. Customer Community

Answer(s): B



Page 26 of 90



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