Salesforce ADM-261 Exam Questions Free Practice Test

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Viewing questions 81-90 out of questions

Questions # 81:

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 data categories with custom visibility.

Define article typeswith public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

Expert Solution

Questions # 82:

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Options:

Increased call deflection

Increased call routing accuracy

Reducedissue resolution time

Reduced support channels

Optimized useof resources

Expert Solution

Questions # 83:

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Options:

Implement a customer self-service portal

Enable agents to transfer calls toother agents

Cross-train agents on both product lines

Prioritize customer calls based on their SLA

Expert Solution

Questions # 84:

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

Options:

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

Expert Solution

Questions # 85:

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options:

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

Expert Solution

Questions # 86:

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

Expert Solution

Questions # 87:

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

Options:

Remove these fields from the page layout and add the components to the highlights panel.

Add these fields to the page layout and add the components to the highlights panel

Remove these fields from the page layout and add the fieldsto the highlights panel

Add the fields to the page layout and add the fields to the highlights panel.

Expert Solution

Questions # 88:

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

Options:

Configure AssignmentRules based on Case Priority.

Add the Entitlements related list to the Account Page Layout.

Create a Report of all active Entitlements grouped by Customers.

Configure Success, Warning, and Violation Actions for Milestones.

Expert Solution

Questions # 89:

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

Options:

DefineCase Auto-Response Rules.

Establish Case Assignment Rules.

Create aProcess Builder with Scheduled Actions.

Configure Case Escalation Rules.

Expert Solution

Questions # 90:

At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

Options:

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case to the product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

Expert Solution

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