ADM-261 試験問題を無料オンラインアクセス

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

• A.Time-based Workflow Rules
• B.Milestone Actions
• C.Process Builder Scheduled Actions
• D.Scheduled Reports

Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

• A.Validation Rules for Article Types to verify all fields during creation
• B.Knowledge Action to Publish an Article once the Article is approved
• C.Approval Process thatassigns an Article to a Reviewer Queue
• D.Data Category to assign an Article Type to a Reviewer

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

• A.It acts as anintermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
• B.It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
• C.It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files
• D.It does NOT require a software install for each call center user on a Windows-based PC.
• E.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

• A.Assign the Salesforce CTI license to Salesforce users.
• B.Create asoftphone layout and assign to user profiles.
• C.Assign the correct Salesforce users to the Call Center.
• D.Install an adapter from AppExdiange to work with third-party CTI systems.
• E.Enable Live Agent in their community to chat with an agent.

Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A.Configure LiveMessage
• B.Activate quick test
• C.Create quick actions
• D.Deploy Pre-Chat form