Online Access Free ADM-261 Exam Questions

What process is a use case for Visual workflow? Choose 3 answers

• A.Field validation during case creation
• B.Decision-based troubleshooting for representatives
• C.Assignment of email to a case queue based on subject
• D.Cross-self promotions for representatives
• E.Caller verification and creation of a new case

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

• A.Number of total cases handled
• B.First contact resolution rate
• C.Average number of knowledge articles published
• D.Total number of solutions created by agent

Which native Service Cloud solution is used for case satisfaction surveys?

• A.Create a Web-to-case form with a custom case type of survey
• B.Check the survey option in the case settings
• C.Enable the case survey option on the caseobject
• D.Enable the case survey auto-response rule

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

• A.The specific quick action must be added to the case record Type.
• B.Global Actions needs on the publisher layout.
• C.The specific quick action must be added to the case Feed.
• D.Quick Actions must be enabled in the org.

A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

• A.Number of published article views.
• B.Number of Chatter files attached to cases.
• C.Number of articles associated to cases.
• D.Number of successful keyword searches.
• E.Number of content packs attached to cases.