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

Questions 71

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?

Options:

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

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

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

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

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Questions 72

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options:

Contact Salesforce to send a report on article efficacy.

Send out a monthly survey to customers requesting feedback.

Install Knowledge Base Dashboards and Reports AppExchange package.

Create a group of super users that will evaluate and manage articles.

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Questions 73

What statement is true about the Salesforce Knowledge article lifecycle?

Options:

Approval process CANNOT allow publishingof articles that havespecific validation statuses

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

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

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

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Questions 74

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Options:

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDFattachments.

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Questions 75

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options:

Comment Search Component

Comments List View

Global Search

Search Utility Component

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Questions 76

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

Options:

Entitlements and milestones

Case escalation

Case assignment

Salesforce console

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Questions 77

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.

Which statement is true about migrating images into Salesforce Knowledge?

Options:

Ensure that each image doesNOT exceed the maximum of 25 MB

Upload the images into Salesforce prior to importing the articles

Convert all images to .jpeg, as this is the only supported file type

Include images in an .html file using the image tag and src attribute

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Questions 78

Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

Options:

Chatter groups for customer

Mobile access to case information

Visibility into serviceentitlements

Predictive dialer for outbound calls

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Questions 79

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

Options:

Automatic Call Distributor (ACD)

Entitlements

Workflow Management (WFM)

Chat log history

Interactive Voice Response (IVR)

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Questions 80

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?