ADM-261 Practice Test

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Change Sets

B. Mass Transfer Records

C. Data Import Wizard

D. Data Loader

Which native Service Cloud solution is used for case satisfaction surveys?

A. Create a Web-to-case form with a custom case type of survey

B. Enable the case survey option on the case object

C. Enable the case survey auto-response rule

D. Check the survey option in the case settings

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

C. Set up IVR with an automated response for customers affected by the recall to defect calls.

D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

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 liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create a workflow rule and email alert action that 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 Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

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