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

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

When a Self Service Portal User adds a Case Comment the following actions take place:

UniversalContainers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Milestones can be added to which three Object types? Choose 3 answers

Which metric influences customer satisfaction? Choose 2 answers

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

* 2.000 agents are implemented globally 24/7 operations

* Open case data will bemigrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?