Salesforce ADM-261 Exam Questions Free Practice Test

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Questions # 21:

The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

Options:

Provide the Service Manager with edit permissions to the standard Knowledge Article views.

Provide the Service Manager with edit permissions to the standardKnowledge Article reports.

Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

Expert Solution

Questions # 22:

Which support channel requires the smallest amount of agent work time?

Options:

Web to case

Email to case

Webself service

Chat

Expert Solution

Questions # 23:

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

Options:

Implement Service Cloud console to support agents

LeverageLive Agent for web-based chat

Enable service contracts and entitlements

Implement Salesforce Knowledge on a portal

Expert Solution

Questions # 24:

Universal Banking needs to provide a public knowledge base on itswebsite. 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.

Options:

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two article typesto display information (Question/Answer, Product Info).

Expert Solution

Questions # 25:

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

Options:

Use an escalation rule to move cases into the product manager queue

Use Chatter case feed and case teams to monitor cases

Use anassignment rule to assign new cases to the product manager

Use a workflow rule to send an email to the product manager

Expert Solution

Questions # 26:

If youdelete a case, which two also get deleted? (Choose two answers)

Options:

Account

Solution

Event

Attachments

Expert Solution

Questions # 27:

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Options:

Case volume by channel.

Cases created by type.

Open cases by reason.

Average case stage duration.

Expert Solution

Questions # 28:

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Options:

Create multiple CSV files, one for each article type

Create HTML files referencing image to be uploaded

Match each new article to an existing article type

Create a single CSV file, including all article types

Load all articles with the Apex data loader tool

Expert Solution

Questions # 29:

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

What is the best solution?

Options:

Createmultiple agent console applications and configure the Iayout based on the user's requirements.

Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Create case page layouts for each interactionchannel and assign them to different agent profiles.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

Expert Solution

Questions # 30:

Which configuration item must be created when implementing Lightning Knowledge?

Options:

Record Types

File Types

Attachment Types

Article Types

Expert Solution

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