ADM-261 Exam Questions

Milestones can be added towhich three object types? Choose 3 Answers

A. Work order

B. Case

C. Service

D. Entitlement

E. Account

A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users have access to the chat buttons.

B. Verify that users are assigned the chat user profile.

C. Verify that users have access tothe chat public group.

D. Verify that users are assigned the chat feature license.

A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A. Report on the articlesfollowed in Chatter

B. Report on agent ratings on articles

C. Report on agent feedback on articles

D. Report on the articles attached to cases

Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A. Customer Community Plus

B. Customer Community

C. High Volume Customer Portal

D. Lightning External Apps Starter

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases with milestones and entitlements

B. Migrate open and closed cases with milestones and entitlements

C. Migrate open and closed cases without milestones and entitlements

D. Migrate closed cases to a custom read-only object

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A. Evolving content-based product lifecycles

B. Creatingcontent as a result of solving issues

C. Rewarding learning, collaboration, sharing and improving.

D. Developing a knowledge base on the experience of an individual

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A. Publish articles to external channels

B. Assign article types to the communities

C. Enable public solutions.

D. Configure content library permissions

E. Enable article deliveries

Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?

A. Set up communication channel layouts in the object manager to use Insert Article into Social post.

B. Set up insert Article into Social post and enable the customer community portal.

C. Create a Chatter group and invite the customer to join withan external chatter user.

D. Create a Visualforce page on the customer community portal.

Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and viewcases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A. Configure the Case highlights panel

B. Add a Visualforce page to the Caselayout

C. Create Salesforce Classic Quick Action

D. Configure Case Feed page layouts