ADM-261 Practice Test

What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

A. Replaces the need for an email channel

B. Eliminates tracking of customer entitlements

C. Uncovers gaps in the knowledge base

D. Reduces incoming call volume

Which two configuration steps are required before quick actions can be used in Macros?

A. Global Actions needs on the publisher layout.

B. Quick Actions must be enabled in the org.

C. The specific quick action must be added to the case Feed.

D. The specific quick action must be added to the case record Type.

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A. Implement Field Service Lightning.

B. Integrate with an enterprise resource planning system.

C. Develop and publish a knowledge management system

D. Configure Visual Flows on Salesforce mobile.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Number of calls offered

B. Agent utilization

C. Quality monitoring score

D. Schedule adherence

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A. Auto launch flow

B. Salesforce Console for Service

C. Visualforce custom page

D. Process Builder