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

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

Open CTIallows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system

What are the two common places to embed these call controls?

Choose 2 answers

Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:

• Support attachments up to 30 MB per inquiry

• Over 10,000 inquiries per day

What solution shoulda consultant recommend to meet these requirements?

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Universal Health supports medical kits that have been distributed to thousands of hospitals.Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?

Choose 2 answers

Auto Response rules work on which objects?

What is the capability of case feed?