ADM-261 Practice Test

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning KnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated Articles.

B. Use the Lightning Knowledge MigrationTool and choose 'include files'.

C. Use the Files Related List on each article to add files to your articles.

D. Post the Files to the Chatter Feed on each Article.

Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A. Run and view Salesforce reports.

B. Update case data for a customer.

C. Post report information on Chatter.

D. Review existing cases for an account.

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process

B. Organize the fields on the page layout to match each process

C. Use Visual Workflow to streamline the process

D. Create a custom object for each step in the process

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A. Mix telephony interactions with email and chat

B. Extend benefits to part-time agents

C. Provideadditional training on tools and process

D. Allow shift trading between agents

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide online security threat information

B. To provide live and historical data on system performance

C. To provide information planning planned maintenance

D. To provide live support for system and data backup

E. To provide best practices for continuity plans