Free Access Salesforce.ADM-261.v2022-02-24.q125 Practice Test (Page 22)

Question 101

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

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

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

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

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

Question 102

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

A.Create a permission set for each record type and assign them to each team based on their product specialization

B.Create an article action for each record type and assign them to each team based on their product specialization

C.Create a data category for each product and assign them to each team bases on their product specialization

D.Create a page layout for each article type and assign them to each team based on their product specialization

Question 103

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A.Average number of knowledge articles published

B.Number of total cases handled

C.First contact resolution rate

D.Total number of solutions created by agent

Question 104

Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers

A.Knowledge Action to Publish an Article once the Article is approved

B.Data Category to assign an Article Type to a Reviewer

C.Validation Rules for Article Types to verify all fields during creation

D.Approval Process that assigns an Article to a Reviewer Queue

Question 105

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A.Contact Salesforce to send a report on article efficacy.

B.Create a group of super users that will evaluate and manage articles.

C.Send out a monthly survey to customers requesting feedback.

D.Install Knowledge Base Dashboards and Reports AppExchange package.

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Question 101

Question 102

Question 103

Question 104

Question 105

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