ADM-261 Practice Test Questions

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A. Force.com Sites with Knowledge and Email-to-Case

B. Visualforce and Self-Service Portal

C. Force.com Sites with Knowledge and Web-to-Case

D. Force.com Sites and High-Volume Customer Portal

Which method can be used to route cases from social channels?

A. use Twitter-to-case and add workflow rules to the case object.

B. Enable Social Customer Service and add assignment rules to the case object.

C. Enable Social Network Profile and add workflow rules to the contact object.

D. Enable Social Network Profile and add assignment rules to the case object.

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

A. Contact Requests

B. Social Customer Service

C. Embedded Chat Window

D. Open CT1

What is are commended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

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?

A. Entitlements

B. Omni-channel

C. Case milestones

D. Case escalation

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Omni-Channel Utility Component

B. Cases report sorted by Rep and Case Owner

C. Cases report sorted by Rep and Case Created Date

D. Omni-Channel Supervisor tab

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2)

A. Hide the Article Management tab for users who should have read-only access to articles.

B. Set the organization-wide default to private and create sharing rules for the FAQ article type

C. Enable the Manage Articles permission for the publisher profile and assign it to users

D. Create a publisher profile that includes create access on the FAQ article type.

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

A. Only one inbound email address can be used for Email-to-Case

B. Follow-up emails and attachments related to a case are attached to the case

C. Assignment, escalation, and workflow rules are processed on in bound emails

D. Follow-up emails related to a case will update the case comments

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Omni-Channel

B. Publisher Actions

C. Macros

D. Quick Text

E. Chatter

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C. Deliver the entire project simultaneously so as to present UC with a completed solution.

D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.