ADM-261 VCE Exam Download

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Question 40

Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Options:

Open CTI

Lightning dialer

Local presence

Macros

Question 41

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options:

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

Question 42

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options:

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.

Question 43

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?