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Free Salesforce ADM-261 Exam Braindumps (page: 19)

Page 18 of 90
PDF with 355 Questions

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? (Choose 2)

  1. Enable Work Orders.
  2. Create an Entitlement Process.
  3. Set up Milestones.
  4. Configure Service Contracts.

Answer(s): B,C



Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

  1. Escalation rules
  2. Case teams
  3. Workflow rules
  4. Auto-response rules

Answer(s): B,C



A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? (Choose 2)

  1. CTI Adapter configuration
  2. Lightning Console enablement
  3. Call Center Definition File creation
  4. Service Console case creation configuration

Answer(s): A,C



As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

  1. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
  2. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
  3. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
  4. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.

Answer(s): D



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Viewing questions 73 - 76 out of 355 questions



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