Salesforce Consultant ADM-261 Updated Exam

Service Cloud Administration(SP23) Questions and Answers

Question 41

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

Question 42

How should a consultant providesuggested article functionality to lightning service console users?

Options:

Add the suggested article widget to the case page layout.

Add the knowledge component to the service console.

Create email templates with knowledge articles attached.

Add theknowledge tab to the console app.

Question 43

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?

Options:

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

Question 44

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

Options:

Publish articles to external channels

Assign article types to the communities

Enable public solutions.

Configure content library permissions

Enable article deliveries

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Salesforce Consultant ADM-261 Updated Exam

Service Cloud Administration(SP23) Questions and Answers

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