ADM-261 Exam Dumps - Salesforce Consultant Questions and Answers

Account

Solution

Event

Attachments

The Customer is shown the new Rep's name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn't know they were transferred

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.

Create a bucket field on a report to calculate the percentage of escalated cases

Create a case report with a custom summary formula to calculate the percentage of escalated cases

Create a formula field on the case record to calculate percentage of escalated cases

Create a daily snapshot report of all cases and calculate percentage of escalated cases

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

Customer Community

Partner Community

Employee Community

Sites

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inboundemails

Follow-up emails related to a case will update the case comments

Email-to-Case

Web-to-Case

On-Demand Email-to-Case

Customer Chatter groups

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate atest deployment to a staging environment for a smoother real-life experience.

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer