ADM-261 Exam Questions

What are two benefits of deploying Knowledge in Customer Communities?

A. Reduces incoming call volume

B. Replaces the need for an email channel

C. Eliminates tracking of customer entitlements

D. Uncovers gap in the knowledge base

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report chart is added to the Page Layout.

B. The report is shared with a Chatter Group.

C. The report is a Summary or Matrix report.

D. The report contains a chart.

E. The report hasa standard Report Type.

What statement is true about the Salesforce Knowledge article lifecycle?

A. Approval process CANNOT allow publishingof articles that havespecific validation statuses

B. Article permission sets allow agents to participate in the article publishing process

C. Articles CANNOT be published until they are reviewed and validated by a qualified author

D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Ensure each laptop has a modern browser installed.

B. Coach users on minimizing open console tabs.

C. Allow the user to log into Live Agent from multiple browsers.

D. Add additional components to the Lightning console.

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

A. Publish ongoing updates to the community knowledge base with details about the upgrade.

B. Communicate information about the upgrade to customers in advance.

C. Send routine status updates to customers via Chatter during the upgrade.

D. Replace thedefault outage page with a custom page containing upgrade information.

E. Notify customers once the upgrade is completed and full services are restored.

A Service Rep transfers a Live Agent Chat to another Rep. Which two things willhappened?

A. The Customer is shown the new Rep's name

B. Both Service Reps can chat with the customer

C. The chat transcripts and case are transferred

D. The Customer doesn't know they were transferred

The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Skills -based routing

B. Private branch exchange

C. Workforce management

D. Interactive voice response

Universal Containers wants to provide a more consistent serviceexperience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

A. Users must use Lightning Experience.

B. Publisher Actions used in the macros must be on the page layout.

C. The Macros widget or utility must be added to the console.

D. The Run Macros Permission must be granted to users.

E. The Run Macros Action must be on the page layout.

At Universal Containers, a support agent dedicated to one customer regularly handlescomplex integration-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?

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

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

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

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

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs and Casestab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs