Updated Mar-2022 Exam ADM-261 Dumps - Pass Your Certification Exam
Latest Real Salesforce ADM-261 Exam Dumps Questions
NEW QUESTION 149
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure data category values for each product
- B. Configure article types for each kind of content
- C. Configure workflow rules for each data category
- D. Define approval processes for each product
- E. Define approval processes for eacharticle type
Answer: A,B,C
NEW QUESTION 150
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- B. Create two articletypes to display information (Question/Answer, Product Info).
- C. Create three article types for each product area (Personal Banking, Mortgage, CD).
- D. Create two data categories to display information (Question/Answer, Product Info).
Answer: A,B
NEW QUESTION 151
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?
- A. Define Article Types with Public Sharing Settings.
- B. Define a Custom Field to identify the Subject.
- C. Define Data Categories with Custom Visibility.
- D. Define Topics for each Knowledge article.
Answer: D
NEW QUESTION 152
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Customer Community
- C. Employee Community
- D. Reseller Community
Answer: A
NEW QUESTION 153
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed with an attached article
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 154
After migrating from Knowledge to Lightning Knowledge, Authors areunable 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
- A. Grant Authors access to the FaQ record type
- B. Set article Org Wide Default to Public ReadWrite.
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
Answer: A
NEW QUESTION 155
Which solution can be used to improve call deflection?
- A. Web chat
- B. Case routing
- C. Knowledge base
- D. Community forum
- E. Assignment rules
Answer: A
NEW QUESTION 156
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel withMost Available Routing
- B. Configure Case Assignment Rules
- C. Configure Live Agent Skills-based Routing
- D. Configure Omni-Channel with Least Active Routing
Answer: A
NEW QUESTION 157
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 158
UC'ssupport team requires its customers to submit their support inquiries via 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?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: B
NEW QUESTION 159
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION 160
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Milestone Actions
- B. Process Builder Scheduled Actions
- C. Scheduled Reports
- D. Time-based Workflow Rules
Answer: C
NEW QUESTION 161
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. SalesforceKnowledge
- B. Live Agent
- C. Salesforce for Twitter
- D. Open CTI
Answer: A
NEW QUESTION 162
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
- A. Optimize queries to reduce the scope of Cases included with each search.
- B. Ask contact center managers to review data each quarter to possiblydelete.
- C. Create a data retention plan that archives or purges Cases at regular intervals.
- D. Write an Apex trigger that deletes one case each time a new case is created.
Answer: A,C
NEW QUESTION 163
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Createan FAQ article type and configure the enable suggested articles option in support settings.
Answer: B
NEW QUESTION 164
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Service Console Macros
- B. Lightning Guided Engagement
- C. Path for Cases
- D. Lightning Flow Component
Answer: B
NEW QUESTION 165
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