Salesforce Consultant ADM-261 Dumps PDF

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Question 28

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

Options:

Escalation rules

Case teams

Workflow rules

Auto-response rules

Question 29

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Options:

Allows Chatter Messenger to be used between agents

Displays records and their related items as tabs on one screen

Is available for users in the partner portal

Indicates when records and lists are changed by others

Question 30

What are two benefits of deploying Knowledge in Customer Communities?

Options:

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

Question 31

Customer support agents want theability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured tosatisfy this requirement?

Options:

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.

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