Sep-2022 ADM-261 Study Material, Preparation Guide and PDF Download [Q202-Q216]

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Sep-2022 ADM-261 Study Material, Preparation Guide and PDF Download

Free ADM-261 Certification Sample Questions with Online Practice Test

NEW QUESTION 202
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

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 PDF attachments.

NEW QUESTION 203
If you delete a case, which twoalso get deleted? (Choose two answers)

Account

Solution

Event

Attachments

NEW QUESTION 204
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Reads the case

Adds a related comment to the case

Adds an activity or sends an email from the case record

Edits the case

All of the above

NEW QUESTION 205
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

Enable the case survey object for the customer portal

Utilize an AppExchange package to handle customer surveys

Create a validation rule for case survey email templates

Modify the user interface settings for the case survey sidebar

NEW QUESTION 206
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

Entitlements

Omni-channel

Case milestones

Case escalation

NEW QUESTION 207
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

Create geography-based roles to restrict access using data categories

Create geography-based profiles to restrict access by mappingarticle types

Create geography-based profiles to restrict access using data categories

Create geography-based roles to restrict access by mapping article types

NEW QUESTION 208
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Display articles in a public knowledge base.

Display articles in Salesforce Answers.

Display articles with HTML, images, and links.

Publish articles to the Web using Salesforce Publisher.

NEW QUESTION 209
Which support channel requires the smallest amount of agent work time?

Web to case

Email to case

Webself service

Chat

NEW QUESTION 210
Universal Containers’ agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

Create a custom list view for cases, contacts, and orders and pin them to the side bar.

Enable the “Access Recent Items” user permission on the user profiles.

Enable the “History” component within the Salesforce Console for Service.

Embed a “Recent Items” Visualforce component into the Salesforce Console for Service.

NEW QUESTION 211
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

NEW QUESTION 212
Which case submission process leverages Apex email services?

Web-to-Case

Email-to-Case

On-demand Email-to-Case

Case submitted using chat

NEW QUESTION 213
Universal Containers wants to implement a new webpresence 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?

Implement Partner Communities with Knowledge.

Implement Customer Communities with Content.

Implement Employee Communities with Content.

Implement Customer Communities with Knowledge.

NEW QUESTION 214
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?

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

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

Create a Chatter group andinvite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

NEW QUESTION 215
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

NEW QUESTION 216
A case has not been closed even after 30 days, but those cases can be closed in 7days. What should the consultant do to overcome this? choose 2 options

Use auto response rule to send an email

Use escalation rule to send an email

Supervisors to investigate those cases

Identify those cases and assign to the closure team

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