ADM-261 Exam Questions

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Grant Authors access to the FAQ article type.

B. Set article Org Wide Default to Public Read Write.

C. Add Authors to the FaQ Data Category.

D. Grant Authors access to the FaQ record type

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A. Company Community

B. Employee Community

C. Customer Community

D. Partner Community

The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team

B. Number of cases created using portal

C. Number of cases closed by a self-service user

D. Number of IVR inquiries without agent involvement

In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A. Allow the exercise to be done in a Production instance

B. Use a Full copy sandbox for the DR exercise

C. Use a Partial sandbox for the DR exercise

D. Use a Developer Pro sandbox for the DR exercise

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A. Customize the lightning console that page.

B. Configure a chat validation rule.

C. Customize the pre-chat form.

D. Configure lightning guided engagement.

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Change Sets

B. Mass Transfer Records

C. Data Import Wizard

D. Data Loader

Which native Service Cloud solution is used for case satisfaction surveys?

A. Create a Web-to-case form with a custom case type of survey

B. Enable the case survey option on the case object

C. Enable the case survey auto-response rule

D. Check the survey option in the case settings

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C. Set up IVR with an automated response for customers affected by the recall to defect calls.

D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created