ADM-261 Practice Test

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A. Create multiple CSV files, one for each article type

B. Create HTML files referencing image to be uploaded

C. Match each new article to an existing article type

D. Create a single CSV file, including all article types

E. Load all articles with the Apex data loader tool

A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A. Mass email

B. Communities

C. Public groups

D. Salesforce Chat

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A. Mass Email

B. Chatter Groups

C. Public Groups

D. Escalation Rules

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Salesforce for Twitter

B. Live Agent

C. Salesforce Knowledge

D. Open CTI

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Map articles with HTML sections to rich text area fields

B. Use change sets to import data categories

C. Create a separate .csv for each article type

D. Use the data loader to import unstructured articles