ADM-261 Exam Questions

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

B. Reduced first contact resolution

C. A knowledge article life cycle that evolves based on usage and demand

D. Reduced issue resolution time

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.

B. An organization-wide default of Public Read/Write on the Case object.

C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

D. A sharing rule to ensure record access is granted based on criteria of the case.

Which solution should a consultant recommend?

A. Enable the knowledge sidebar related list on the case page layout.

B. Create a visual force page called knowledge sidebar on the case page layout.

C. Enable the knowledge sidebar setting in the case support settings.

D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create separate data category groups for each division and assign the category to a division profile.

B. Create a sharing rule for each division to provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on criteria of the article.

D. Create a single data category group for each division and provide access using the role hierarchy.

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

C. Set up analytical snapshots to capture key case information and create historical trending reports.

D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

A. Partial Copy Sandbox

B. Administrator Sandbox

C. Developer Pro Sandbox

D. Full Sandbox

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. Web-to-Case

B. Email-to-Case

C. Salesforce for Outlook

D. On-Demand Email-to-Case

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

A. Recovery point objective

B. Criteria for plan activation

C. Open access to systems

D. Site consolidation

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party CTI systems.

B. Enable Live Agent in their community to chat with an agent.

C. Assign the correct Salesforce users to the Call Center.

D. Create as oft phone layout and assign to user profiles.

E. Assign the Salesforce CTI license to Salesforce users.

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

A. Set up an intuitive Data Category hierarchy

B. Restrict the Manage Articles user permission

C. Enable and configure wildcards for article searches

D. Require that an article be added when closing a case