How to Pass the Salesforce ADM-261 Exam: Comprehensive Service Cloud Administration (WI24) Guide and Tips

Questions 61

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over one million registered customers to securely submit cases and view the status of those cases

• Ability to display white papers to registered customers

• Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

Options:

Implement Partner Communities with Knowledge.

Implement Customer Communities with Content.

Implement Employee Communities with Content.

Implement Customer Communities with Knowledge.

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Questions 62

A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Options:

Create a report using the case historical trending reporttype.

Create a report using the case snapshot report type.

Create a report using the case age report type.

Create a report using the case lifecycle report type.

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Questions 63

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Options:

Allows Chatter Messenger to be used between agents

Displays records and their related items as tabs on one screen

Is available for users in the partner portal

Indicates when records and lists are changed by others

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Questions 64

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

Options:

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

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Questions 65

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?

Options:

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

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

Create a sharing rule for each division to provideaccess based on criteria of the article.

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

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Questions 66

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Options:

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

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Questions 67

Which two configuration steps are required before quick actions can be used in Macros?

Options:

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

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Questions 68

Universal Containers requires that users have the ability to view specific cases, asdetermined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

Options:

Escalation rules

Caseteams

Workflow rules

Auto-response rules

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Questions 69

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 Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

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Questions 70

A team of publishers hascreated 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