Salesforce Consultant ADM-261 Exam Dumps

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Question 32

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Options:

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

Question 33

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

Options:

Implement an adapter using the Telephony API.

Move to a cloud -based telephony system.

Implement an adapter built on Open CTI.

Build an adapter using the telephony vendor's toolkit.

Question 34

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

Options:

Define Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

Question 35

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?