Free Salesforce ADM-261 Exam Dumps Questions & Answers

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

• A.  Enable the Knowledge sidebar related list on the case page layout.
• B.  Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• C.  Create a Visualforce page called Knowledge sidebar on the case page layout.
• D.  Enable the Knowledge sidebar setting in the case support settings.

You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?

• A.  Tag another chatter user
• B.  Returns a link that returns a post with the same reference
• C.  Deletes posts

UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

• A.  Enable the "Access Recent Items" user permission on the user profiles.
• B.  Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
• C.  Enable the "History" component within the Salesforce Console for Service.
• D.  Create a custom list view for cases, contacts, and orders and pin them to the side bar.

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

• A.  Most popular articles
• B.  # of cases via email
• C.  # of articles per agent
• D.  Total cases created

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

• A.  Service Console case creation configuration
• B.  Call Center Definition File creation
• C.  CTI Adapter configuration
• D.  Lightning Console enablement