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Free ADM-261 Exam Braindumps (page: 4)

Page 3 of 90
PDF with 355 Questions

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

  1. Field ServiceLightning
  2. Lightning Console
  3. Salesforce Mobile App
  4. Employee Community

Answer(s): A



Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking? (Choose 2)

  1. Set up an intuitive Data Category hierarchy
  2. Restrict the ManageArticles user permission
  3. Enable and configure wildcards for article searches
  4. Require that an article be added when closing a case

Answer(s): A,B



A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? (Choose 2)

  1. Number of cases created sorted by order
  2. Number of cases by type by owner
  3. Number of cases in each status
  4. Number of solutions created per agent

Answer(s): A,B



A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

  1. Add the entitlement related list to account page layouts.
  2. Add the entitlement lookup field to case page layouts.
  3. Add a Validation Rule that ensures each Case has an entitlement.
  4. Add a Validation Rule that ensures each Account has an entitlement.

Answer(s): A






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