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ADM-261 Latest Study Notes & ADM-261 Latest Test Cram

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Salesforce Service Cloud Administration Sample Questions (Q197-Q202):

NEW QUESTION # 197
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. Quick Actions must be enabled in the org.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. The specific Quick Action must be added to the CaseFeed.

Answer: C,D

NEW QUESTION # 198
When a Self Service Portal User adds a Case Comment the following actions take place:

A. None of the above
B. A Workflow rules is activated
C. An email is automatically sent to the case owner
D. AnAssignment Rule is Activated

Answer: C

NEW QUESTION # 199
Universal containers is trying to reduce the amount of time support agents spend creating cases. Thenew method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A. On-Demand Email-to-case
B. Omni channel routing
C. Web to case forms
D. Standard email to case

Answer: A

NEW QUESTION # 200
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?

A. Configure Case Escalation Rules.
B. Use Process Builder with Scheduled Actions
C. Define Entitlement andMilestones.
D. Enable Omni-Channel Routing.

Answer: C

NEW QUESTION # 201
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They are members of that Queue
B. They are higher in the Role Hierarchy than a Queue Member
C. They have a Contact Manager Profile
D. If the OWD for sharing cases is Public Read/Write/Transfer
E. All of the above

Answer: A,B

NEW QUESTION # 202
......

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