Free Access Salesforce.ADM-261.v2023-06-07.q123 Practice Test (Page 11)

Question 46

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A.Create asoftphone layout and assign to user profiles.

B.Install an adapter from AppExdiange to work with third-party CTI systems.

C.Assign the Salesforce CTI license to Salesforce users.

D.Assign the correct Salesforce users to the Call Center.

E.Enable Live Agent in their community to chat with an agent.

Question 47

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

A.Define Article Types with Public Sharing Settings.

B.Define a Custom Field to identify the Subject.

C.Define Data Categories with Custom Visibility.

D.Define Topics for each Knowledge article.

Question 48

Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A.Configure the agent console and display the articles, case view, and external system custom object

B.Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

C.Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

D.Create a custom Visualforce page to display case list view, external system, and knowledge articles

Question 49

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

A.Enable Knowledge in a Service Cloud portal.

B.Create auto response templates for emails.

C.Enable Chatter for agent collaboration.

D.Enable Ideas in a Service Cloud portal.

Question 50

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

A.Activate Knowledge One within the Salesforce Console for Service.

B.Create a Knowledge Visualforce component on the case detail page.

C.Activate Knowledge One on the case detail page.

D.Create a Knowledge Visualforce component within the Salesforce Console for Service.

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Question 46

Question 47

Question 48

Question 49

Question 50

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