Free Access Salesforce.ADM-261.v2023-06-07.q123 Practice Test (Page 6)

Question 21

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executivemanagement understand service center costs? Choose 3 answers

A.All Cases closed Month-to-date

B.All open Cases by Priority

C.Case resolution time

D.All open cases by Channel

E.All Cases by Customer

Question 22

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

A.Create an iframe to display the chat window

B.Enable Live Agent for the organization

C.Enable Chatter Messenger for the organization

D.Create user profiles orpermission sets

Question 23

Which three are characteristics of Visual Workflow? Choose 3 answers

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

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

C.Elements can 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 update fields in the database.

Question 24

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A.Support Processes

B.Page Layouts

C.Omni-Channel

D.Article Types

E.Record Types

Question 25

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A.Create an email template to send articles as PDF attachments.

B.Enable suggested articles on new cases.

C.Enable agents to create their own personal articles.

D.Enable article customization for open cases.

E.Enable article submission during case close.

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