Free Salesforce ADM-261 Exam Braindumps (page: 17)

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

  1. Web-to-Case
  2. Email-to-Case
  3. Salesforce for Outlook
  4. On-Demand Email-to-Case

Answer(s): B



Which solution can be used to improve call deflection?

  1. Knowledge base
  2. Community forum
  3. Assignment rules
  4. Web chat
  5. Case routing

Answer(s): D



What are two benefits of deploying Knowledge in Customer Communities?

  1. Reduces incoming call volume
  2. Replaces the need for an email channel
  3. Eliminates tracking of customer entitlements
  4. Uncovers gap in the knowledge base

Answer(s): A,B



Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.

What approach should a consultant recommend to meet these requirements?

  1. Configure Case Escalation Rules.
  2. Define Entitlement and Milestones.
  3. Use Process Builder with Scheduled Actions
  4. Enable Omni-Channel Routing.

Answer(s): B



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