Free Access Salesforce.ADM-261.v2022-08-07.q120 Practice Test (Page 12)

Question 51

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A.It is an intermediary between a telephony system and a Salesforce CRM call center user

B.It allows voicemails to be captured and stored as attachments on cases

C.It utilizes the SoftPhone capability from within the Salesforce application

D.It is a server based software program that controls the behavior of a Salesforce SoftPhone

Question 52

A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A.Report on the articlesfollowed in Chatter

B.Report on agent feedback on articles

C.Report on the articles attached to cases

D.Report on agent ratings on articles

Question 53

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

A.An email is automatically sent to the case owner

B.AnAssignment Rule is Activated

C.None of the above

D.A Workflow rules is activated

Question 54

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?

A.Lightning Flow Component

B.Service Console Macros

C.Lightning Guided Engagement

D.Path for Cases

Question 55

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A.Displaying whether a case response complies with a customer's service level agreement

B.Monitoring the case escalationrule queue to confirm service levels are met

C.Representing metrics such as first-response and resolution time on cases

D.Identifying the customer contact associated with a particular stage of a service contract

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Question 51

Question 52

Question 53

Question 54

Question 55

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