ADM-261

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?A . Chat Queue-based routingB . Case Skills-based Assignment RulesC . Omni-channel Queue-based routingD . Omni-channel Skills-based routingView AnswerAnswer: C

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements?A . Force.com Sites...

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process....

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answersA . Service Console Knowledge ComponentsB . Service Console...

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?A . Omni-Channel...

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?A . Create a custom related list on the case.B ....

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?A . Web-to-CaseB . Email-to-CaseC . Salesforce for OutlookD . On-Demand Email-to-CaseView AnswerAnswer: B

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answersA . Representing metrics such as first-response and resolution time on casesB . Monitoring the case escalation rule queue to confirm service levels are...

Universal containers wants to implement Omni channel within service cloud for its representatives. What is the first step required to configure Omni channel?A . Contact salesforce to have Omni channel enabled.B . Enable Omni channel in setup.C . Assign users to the Omni channel feature license.D . Assign users to...

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 answersA . Users must use Lightning Experience.B . Publisher Actions used in the macros must be on the page layout.C ....