Free ADM-261 Exam Braindumps (page: 32)

Page 32 of 90

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

What should be used for migration functionality?

  1. Visual Studio Code and change sets
  2. Mass Transfer Records, change sets, and Visual Studio Code
  3. Visual Workflow, data loader, and Force.com IDE
  4. Data loader, change sets, and Force.com Excel Connector

Answer(s): A



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?

  1. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
  2. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
  3. Set up IVR with an automated response for customersaffected by the recall to defect calls.
  4. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Answer(s): C



Which two capabilities of Salesforce Knowledge ensure accurate content inArticles? (Choose 2)

  1. Data Category to assign an Article Type to a Reviewer
  2. Validation Rules for Article Types to verify all fields during creation
  3. Knowledge Action to Publish an Article once the Article is approved
  4. Approval Process thatassigns an Article to a Reviewer Queue

Answer(s): A,B



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?

  1. Implement Partner Communities with Knowledge.
  2. Implement Customer Communities with Content.
  3. Implement Employee Communities with Content.
  4. Implement Customer Communities with Knowledge.

Answer(s): D



Page 32 of 90



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