Free Access Salesforce.ADM-261.v2022-09-23.q126 Practice Test (Page 21)

Question 96

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A.Optimize the customer community for mobile devices to have access to the same support as desktops.

B.Create a central "Contact Us" page which provides access to all available channels.

C.Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.

D.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

E.Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Question 97

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A.Create a custom web service to handle invoice inserts and updates from the billing system

B.Create a Visualforce page that retrieves payment information via a Web Service call-out

C.Create a custom tab of type URL that displays a search page from the billing system

D.Import payment data into Salesforce and add to the contact page layout related list

Question 98

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A.Migrate closed cases with milestones and entitlements

B.Migrate open and closed cases without milestones and entitlements

C.Migrate open and closed cases with milestones and entitlements

D.Migrate closed cases to a custom read-only object

Question 99

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

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

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

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

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

Question 100

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A.Articles appearing in the Knowledge sidebar

B.Products and assets associated to the case

C.Knowledge articles attached to the case

D.Contract details related to the entitlement

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Question 96

Question 97

Question 98

Question 99

Question 100

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