Free Access Salesforce.ADM-261.v2022-02-24.q125 Practice Test (Page 16)

Question 71

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universalcontainers service cloud instance

A.Java Language Specific Toolkit

B.Data Integration via SOAP API

C.Cloud-to-Cloud Integration Toolkit

D.Bulk Data Transfer API

Question 72

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.Omni-Channel Utility Component

B.Cases report sorted by Rep and Case Owner

C.Omni-Channel Supervisor tab

D.Cases report sorted by Rep and Case CreatedDate

Question 73

Which three are characteristics of Visual Workflow? Choose 3 answers

A.Elements can be used to update fields in the database.

B.Apex code must be used to update fields in the database.

C.Apex code must be used to pass data to legacy systems.

D.Only one version of a flow can be activated at a time.

E.Elements can be used to pass data to legacy systems.

Question 74

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A.Create a sharing rule for each division to provide access using the role hierarchy.

B.Create separate data category groups for each division and assign the category to a division profile.

C.Create a single data category group for each division and provide access using the role hierarchy.

D.Create a sharing rule for each division to provideaccess based on criteria of the article.

Question 75

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A.Createmultiple agent console applications and configure the Iayout based on the user's requirements.

B.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

C.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

D.Create case page layouts for each interactionchannel and assign them to different agent profiles.

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