QUESTION: 153 Exam Topic: 1 Pool A (Main)

What are three best practices that should be used when deploying Salesforce functionality to production? (Choose 3)

Ensure that at least 60% of the code is covered by unit tests before deploying to production.
Plan and communicate the deployment to all users of the organization in advance.
Select a window of time when users will NOT be making changes to the organization.
Ensure all users refrain from logging into production for an entire day prior to deployment.
Migrate atest deployment to a staging environment for a smoother real-life experience.

Answer(s): B,C,E

QUESTION: 154 Exam Topic: 1 Pool A (Main)

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.

Which reporting solutionshould the Consultant recommend?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer(s): D

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QUESTION: 155 Exam Topic: 1 Pool A (Main)

UniversalContainers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

Use case auto-response rules to send an email to support managers within one hour of case creation.
Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

Answer(s): B

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QUESTION: 156 Exam Topic: 1 Pool A (Main)

A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Create a report using the case historical trending reporttype.
Create a report using the case snapshot report type.
Create a report using the case age report type.
Create a report using the case lifecycle report type.

Answer(s): D

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Free ADM-261 Exam Braindumps (page: 39)

QUESTION: 153 Exam Topic: 1 Pool A (Main)

QUESTION: 154 Exam Topic: 1 Pool A (Main)

QUESTION: 155 Exam Topic: 1 Pool A (Main)

QUESTION: 156 Exam Topic: 1 Pool A (Main)