Free ADM-261 Questions Attempt

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Question 48

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

Options:

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

Question 49

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Options:

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

Question 50

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

Options:

The Salesforce org may be slow during the data import

Related lists on the case object may be slow to populate

Salesforce reporting speed may be affected

Result may be slow when searching for records

Question 51

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?