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ADM-261 Questions Bank

Page: 6 / 13
Total 354 questions
Get ADM-261 Full Access Download ADM-261 PDF

Service Cloud Administration (SU24) Questions and Answers

Question 21

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Options:

A.

Force.com Sites

B.

Customer portalPartner portal

C.

Self-serviceportal

D.

Partner portal

E.

Force.com Web Services API

Question 22

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

Options:

A.

Enable the case survey object for the customer portal

B.

Utilize an AppExchange package to handle customer surveys

C.

Create a validation rule for case survey email templates

D.

Modify the user interface settings for the case survey sidebar

Question 23

What is the primary function of a private branch exchange (PBX)?

Options:

A.

To receive multiple calls at one time

B.

To use speech recognition to direct calls

C.

To report the caller's background information

D.

To mate calls to different agents

Question 24

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

Options:

A.

Configure call center definition

B.

Deploy Call Center Directory

C.

Install CTI adapterusing open CTI

D.

Configure IVR auto response

E.

Assign users to a call center

Page: 6 / 13
Total 354 questions
Get ADM-261 Full Access Download ADM-261 PDF