Salesforce ADM-261 Deluxe Study Guide with Online Test Engine [Q197-Q211]

QUESTION 197
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

QUESTION 198
Which solution should a consultant recommend?

QUESTION 199
Milestones can be added towhich three object types?
Choose 3 Answers

QUESTION 200
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

QUESTION 201
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

QUESTION 202
UC is in the process of implementing Service Cloud. In which order should the data be migrated?

QUESTION 203
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

QUESTION 204
Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

QUESTION 205
Which support channel requires the smallest amount of agent work time?

QUESTION 206
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

QUESTION 207
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

QUESTION 208
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

QUESTION 209
Which native Service Cloud solution is used for case satisfaction surveys?

QUESTION 210
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps’ responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

QUESTION 211
What is a benefit of a quality monitoring system? Choose 2 answers