ADM-261 Practice Test

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

B. Reduced first contact resolution

C. A knowledge article life cycle that evolves based on usage and demand

D. Reduced issue resolution time

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.

B. An organization-wide default of Public Read/Write on the Case object.

C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

D. A sharing rule to ensure record access is granted based on criteria of the case.

Which solution should a consultant recommend?

A. Enable the knowledge sidebar related list on the case page layout.

B. Create a visual force page called knowledge sidebar on the case page layout.

C. Enable the knowledge sidebar setting in the case support settings.

D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create separate data category groups for each division and assign the category to a division profile.

B. Create a sharing rule for each division to provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on criteria of the article.

D. Create a single data category group for each division and provide access using the role hierarchy.

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

C. Set up analytical snapshots to capture key case information and create historical trending reports.

D. Set up a Salesforce Customer Community that will allow customers to create cases online.