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Free ADM-261 Exam Braindumps

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? (Choose 3)

  1. Omni-Channel
  2. Page Layouts
  3. Record Types
  4. Support Processes
  5. Article Types

Answer(s): A,C,D



Which method can be used to route cases from social channels?

  1. use Twitter-to-case and add workflow rules to the case object.
  2. Enable Social Customer Service and add assignment rules to thecase object.
  3. Enable Social Network Profile and add workflow rules to the contact object.
  4. Enable Social Network Profile and add assignment rules to the case object.

Answer(s): B



Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

  1. Contact salesforce to have Omni channel enabled.
  2. Enable Omni channel in setup.
  3. Assign users to the Omni channel feature license.
  4. Assign users to Omni channel permissions.

Answer(s): B



Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? (Choose 2)

  1. Allows customers to customize their user interface
  2. Allows customers the ability to collaborate
  3. Allows customers to customize reports and dashboards
  4. Allows customers to search a knowledge base.

Answer(s): B,D






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