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Salesforce Service Cloud Administration Sample Questions (Q37-Q42):

NEW QUESTION # 37
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

A. Create a custom view on the Case tab
B. Create a custom report
C. Create a custom Visualforce page
D. Create a custom related list on the case

Answer: D

NEW QUESTION # 38
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. Email to care with Site
B. On-demand email to case
C. Email to case with web to case
D. On-demand email to case with sites

Answer: C

NEW QUESTION # 39
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a formula field on the case record to calculate percentage of escalated cases
C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

Answer: D

NEW QUESTION # 40
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A. Time spent by account year-to-date
B. Escalated cases by account month-to-date
C. High priority cases opened by account month-to-date
D. New cases opened by account channel

Answer: B,C

NEW QUESTION # 41
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules

Answer: A

NEW QUESTION # 42
......

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Jack Fox Jack Fox

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Prepare with Confidence Using Salesforce's Updated ADM-261 Dumps and Receive Free Updates for 1 Year

Salesforce ADM-261 Practice Test - Overcome Your Mistakes And Build Confidence

Salesforce Service Cloud Administration Sample Questions (Q37-Q42):

Pass Guaranteed Quiz 2025 Professional Salesforce ADM-261: Best Service Cloud Administration Vce

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Jack Fox Jack Fox

Biography

Prepare with Confidence Using Salesforce's Updated ADM-261 Dumps and Receive Free Updates for 1 Year

Salesforce ADM-261 Practice Test - Overcome Your Mistakes And Build Confidence

Salesforce Service Cloud Administration Sample Questions (Q37-Q42):

Pass Guaranteed Quiz 2025 Professional Salesforce ADM-261: Best Service Cloud Administration Vce

Company

Useful Links

Popular Categories

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