Free Access Salesforce.ADM-261.v2024-10-04.q115 Practice Test (Page 23)

Question 106

KCS (knowledge centered support) what is it? Choose 2 Answers

A.Process for creating and maintaining knowledge

B.Method for social media management

C.Share knowledge with the business partners

D.Standard for managing customer support and delivery

Question 107

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A.Create a sharing rule for each division to provide access using the role hierarchy.

B.Create a sharing rule for each division to provideaccess based on criteria of the article.

C.Create a single data category group for each division and provide access using the role hierarchy.

D.Create separate data category groups for each division and assign the category to a division profile.

Question 108

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

A.Customer Chatter groups

B.Web-to-Case

C.Emall-to-Case

D.On-Demand Email-to-Case

Question 109

The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A.Interactive voice response

B.Workforce management

C.Private branch exchange

D.Skills -based routing

Question 110

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A.Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created

B.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

C.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

D.Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created

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Question 106

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Question 109

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