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Free ADM-261 Exam Braindumps (page: 11)

Page 9 of 90
PDF with 355 Questions

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? (Choose 2)

  1. Approval Process that assigns an Article to a Reviewer Queue.
  2. Knowledge Action to Publish an Article once the Article is approved.
  3. Validation Rules for article record types to verify all fields during creation.
  4. Data Category to assign an article record type to a Reviewer.

Answer(s): C,D



Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

  1. Configure Case Assignment Rules to use Queues.
  2. Configure Omni-Channel Routing Model as MostAvailable.
  3. Configure Case Assignment Rules to use Users.
  4. Configure Omni-Channel Routing Model as Least Active.

Answer(s): B



Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

  1. Create a custom related list on the case.
  2. Create a custom view on the Case tab.
  3. Create a custom Visualforce page.
  4. Create a custom report.

Answer(s): C



What statement is true about the Salesforce Knowledge article lifecycle?

  1. Approval process CANNOT allow publishingof articles that have specific validation statuses
  2. Article permission sets allow agents to participate in the article publishing process
  3. Articles CANNOT be published until they are reviewed and validated by a qualified author
  4. Knowledge uses public groups as a way to assign users to specific tasks related to articles

Answer(s): B






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