Salesforce ADM-261 Actual Free Exam Questions & Community Discussion

A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

What process is a use case for Visual workflow? Choose 3 answers

You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?