ADM-261 Practice Test

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

A. Standard for managing customer support and delivery

B. Method for social media management

C. Share knowledge with the business partners

D. Process for creating and maintaining knowledge

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

A. Create an article action for each record type and assign them to each team based on their product specialization

B. Create a permission set foreach record type and assign them to each team based on their product specialization

C. Create a page layout for each article type and assign them to each team based on their product specialization

D. Create a data category for each product and assign themto each team bases on their product specialization

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A. Email Alert

B. Email Relay

C. Email Template

D. Assignment Rule

E. Workfl

Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A. Omni-Channel routing

B. Standard Email-to-Case

C. Web-to-Case forms

D. On-Demand Email-to-Case

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B. Plan and communicate the deployment to all users of the organization in advance.

C. Select a window of time when users will NOT be making changes to the organization.

D. Ensure all users refrain from logging into production for an entire day prior to deployment.

E. Migrate atest deployment to a stagingenvironment for a smoother real-life experience.