ADM-261 Practice Test

What are two benefits of deploying Knowledge in Customer Communities?

A. Reduces incoming call volume

B. Replaces the need for an email channel

C. Eliminates tracking of customer entitlements

D. Uncovers gap in the knowledge base

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report chart is added to the Page Layout.

B. The report is shared with a Chatter Group.

C. The report is a Summary or Matrix report.

D. The report contains a chart.

E. The report hasa standard Report Type.

What statement is true about the Salesforce Knowledge article lifecycle?

A. Approval process CANNOT allow publishingof articles that havespecific validation statuses

B. Article permission sets allow agents to participate in the article publishing process

C. Articles CANNOT be published until they are reviewed and validated by a qualified author

D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Ensure each laptop has a modern browser installed.

B. Coach users on minimizing open console tabs.

C. Allow the user to log into Live Agent from multiple browsers.

D. Add additional components to the Lightning console.

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

A. Publish ongoing updates to the community knowledge base with details about the upgrade.

B. Communicate information about the upgrade to customers in advance.

C. Send routine status updates to customers via Chatter during the upgrade.

D. Replace thedefault outage page with a custom page containing upgrade information.

E. Notify customers once the upgrade is completed and full services are restored.