How to Pass the Salesforce ADM-261 Exam: Comprehensive Service Cloud Administration (WI24) Guide and Tips

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 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 customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agentchats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Using standard case management capabilities, what can be emailed to acustomer as a PDF attachment?

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

Universal Containers (UC) has hired a consulting firm toimplement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?

Choose 3 answers

Which application will allow a client to enable Ideas on a public website?

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)