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  5. ADM-261

Free ADM-261 Exam Braindumps (page: 37)

Page 37 of 90
PDF with 355 Questions

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

  1. Restore the data using the available backup.
  2. Log aData Recovery case with Salesforce Support.
  3. Use Data Loader to delete the corrupt data.
  4. Manually update the corrupt data to correct it.

Answer(s): B



A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? (Choose 2)

  1. Knowledge search query with no results.
  2. Knowledge articles with the lowest rating.
  3. Number of knowledge articles in each data category.
  4. Knowledge articles created by call center agents.

Answer(s): A,B



How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

  1. Add the Knowledge Component to the Service Console.
  2. Add the Knowledge tab to the Console app.
  3. Create email templates with Knowledge Articles attached.
  4. Add the Suggested Article widget to the Case page layout.

Answer(s): A



UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? (Choose 2).

  1. Implement a customer self-service portal
  2. Enable agents to transfer calls to other agents
  3. Cross-train agents on both product lines
  4. Prioritize customer calls based on their SLA

Answer(s): A,C



Page 37 of 90



Post your Comments and Discuss Salesforce ADM-261 exam with other Community members:

Ajay Kumar Yadav commented on December 03, 2024
Very informative
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Chela commented on November 29, 2024
Great for Exam preparation! Did it in Nov and Passed the first attempt.
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nahdus commented on November 29, 2024
all comments are original?
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M commented on November 29, 2024
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