ADM-261 exam

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?A . Field Service LightningB . Lightning ConsoleC . Salesforce Mobile AppD . Employee CommunityView AnswerAnswer: A

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)A . Only one inbound email address can be used for Email-to-CaseB . Follow-up emails and attachments related to a case are attached to the caseC ....

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?A . set a cutoff date of 1.5 months before user acceptance testing for any change requests.B . Generate continuous feedback from the project team, and adjust the requirements and deliverables...

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?A . Customer CommunityB . Field Service LightningC . SOS Video ChatD . Salesforce KnowledgeView AnswerAnswer: C

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni ChannelB . Contact RequestC . Field ServiceD . Mobile ConnectView AnswerAnswer: C

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts and comments to an existing customer record • Respond to posts from the existing...

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answersA . Approval Process that assigns an Article to a Reviewer Queue.B . Knowledge Action to Publish an Article once the Article is approved.C . Validation Rules for article record types to verify all fields during creation.D...

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-CaseB . web-to-CaseC . An AppExchange packageD . On-Demand Email-to-CaseView AnswerAnswer: D

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration?A . Remove these fields from the page layout and...

Milestones can be added to which three object types? Choose 3 AnswersA . Work orderB . CaseC . ServiceD . EntitlementE . AccountView AnswerAnswer: A,B,D