Free Access Salesforce.ADM-261.v2022-08-07.q120 Practice Test (Page 19)

Question 86

What is the capability of case feed?

A.Add custom visual force pages to the case feed page layout.

B.Enable call control using the CTI case feed publisher.

C.Embed case feed functionality within a visual force page.

D.Switch from case feed to standard detail pages using a console component

Question 87

What are two design considerations for a Live Agent implementation? Choose 2 answers

A.Idle Connection Timeout

B.Chat Window Title

C.Chat Character Limit

D.ChatVisitor Browser

Question 88

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A.Create a case report to show the number of cases for each tier and sort them by case owner.

B.Create a custom trigger to generate history when cases get escalated between tiers.

C.Create an approval process to ensure only the appropriate cases get escalated.

D.Create a case report to show all cases across tiers filtered by an escalation flag.

Question 89

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

A.Knowledge Article Usage

B.Escalated Calls

C.Cases by Support Channels

D.Number of Portal Logins per Day

E.Average Call Handle Time

Question 90

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A.Create a separate .csv for each article type

B.Map articles with HTML sections to rich text area fields

C.Use the data loader to import unstructured articles

D.Use change sets to import data categories

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Question 86

Question 87

Question 88

Question 89

Question 90

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