Free Access Salesforce.ADM-261.v2024-10-04.q115 Practice Test (Page 12)

Question 51

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.Users must use Lightning Experience.

B.The Macros widget or utility must be added to the console.

C.The Run Macros Action must be on the page layout.

D.Publisher Actions used in the macros must be on the page layout.

E.The Run Macros Permission must be granted to users.

Question 52

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

A.Update the case status field values.

B.Route cases to agents in an alternate center.

C.Deliver training on case handling for contingentstaff.

D.Disable the Interactive Voice Response (IVR) system.

E.Monitor service level agreements (SLAs) and notify customers.

Question 53

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used toaccomplish this?

A.Partial Copy Sandbox

B.Administrator Sandbox

C.Developer Pro Sandbox

D.Full Sandbox

Question 54

What are three considerations when adding a report chart to aConsole Component? Choose 3 answers

A.The report is shared with a Chatter Group.

B.The report has a standard Report Type.

C.The report contains a chart.

D.The report chart is added to the Page Layout.

E.The report is a Summary or Matrix report.

Question 55

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

A.Average handle time

B.Service level agreement

C.Customer satisfaction survey

D.First call resolution

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Question 51

Question 52

Question 53

Question 54

Question 55

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