Free Access Salesforce.ADM-261.v2024-10-04.q115 Practice Test (Page 15)

Question 66

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

C.It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

D.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

E.It does NOT require a software install for each call center user on a Windows-based PC.

Question 67

Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A.Reseller Community

B.Customer Community

C.Partner Community

D.Employee Community

Question 68

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A.Create a group of super users that will evaluate and manage articles.

B.Send out a monthly survey to customers requesting feedback.

C.Install Knowledge Base Dashboards and Reports AppExchange package.

D.Contact Salesforce to send a report on article efficacy.

Question 69

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A.To provide live support for system and data backup

B.To provide live and historical data on system performance

C.To provide information planning planned maintenance

D.To provide online security threat information

E.To provide best practices for continuity plans

Question 70

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

B.An organization-wide default of Public Read/Write on the Case object.

C.A sharing rule to ensure record access is granted based on criteria of the case.

D.A sharing set to grant the Customer Community user access to records associated to their Contact record.

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Question 66

Question 67

Question 68

Question 69

Question 70

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