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Service Cloud Administration Pass Cert & ADM-261 Actual Questions & Service Cloud Administration Training Vce

Service Cloud Administration Pass Cert & ADM-261 Actual Questions & Service Cloud Administration Training Vce

by Olivia jenkins -
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Salesforce Service Cloud Administration Sample Questions (Q122-Q127):

NEW QUESTION # 122
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

  • A. Number of solutions created by agent
  • B. Number of articles created by agent
  • C. Number of articles attached to a case
  • D. Number of cases escalated by agent

Answer: B,C


NEW QUESTION # 123
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

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

Answer: B,C,E


NEW QUESTION # 124
Which support channel requires the smallest amount of agent work time?

  • A. Email to case
  • B. Web to case
  • C. Chat
  • D. Web self service

Answer: D


NEW QUESTION # 125
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

  • A. Remove formula fields from filter criteria.
  • B. Remove unnecessary columns from the reports.
  • C. Remove date boundaries from filter criteria.
  • D. Remove dashboards based onlong-running reports.

Answer: A


NEW QUESTION # 126
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

  • A. Number of customer ratings
  • B. Number of archived articles
  • C. Number of approved articles
  • D. Number of article votes

Answer: D


NEW QUESTION # 127
......

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In reply to Olivia jenkins

Re: Service Cloud Administration Pass Cert & ADM-261 Actual Questions & Service Cloud Administration Training Vce

by aleena joki -
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