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Salesforce Service Cloud Administration Sample Questions (Q112-Q117):

NEW QUESTION # 112
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A. External users can subscribe to Answers
B. Answers can be exposed to partner portal users
C. Select best answers for questions.
D. Escalate a question to a case
E. Knowledge articles can be created from Answers

Answer: C,D,E

NEW QUESTION # 113
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Grant managers the Manage Data Categories permission.
B. Grant managers the Manage Salesforce Knowledge permission.
C. Create at least two different data categories.
D. Create at least two different article types.
E. Create at least two different approval processes.

Answer: B,D,E

NEW QUESTION # 114
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A. Original creation date and total number of article views
B. Last modified date and number of recent article views
C. Last modified date and frequent search terms
D. Original creation date and average rating of articles

Answer: B

NEW QUESTION # 115
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases created sorted by order
B. Number of cases in each status
C. Number of cases by type by owner
D. Number of solutions created per agent

Answer: A,C

NEW QUESTION # 116
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A. Build a customer visual force page with the list view and assign it to the console sidebar.
B. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
D. Configure the case list under custom console components so users can view the list view along with the case view

Answer: C

NEW QUESTION # 117
......

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Salesforce High-quality ADM-261 Latest Dumps Ppt–Pass ADM-261 First Attempt

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Salesforce Service Cloud Administration Sample Questions (Q112-Q117):

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