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 KCSadoption? 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. Reducedissue resolution time

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.

B. Identify the requirements needed for initial GoLive.

C. Provide a timeline that addresses all the requirements.

D. Organize the requirements from largest to smallest.

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Ensure each laptop has a modern browser installed.

B. Coach users on minimizing open console tabs.

C. Allow the user to log into Live Agent from multiple browsers.

D. Add additional components to the Lightning console.

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

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A. Escalated cases by account month to date

B. High priority cases opened by account month to date

C. Time spent by account year to date

D. New cases opened by theaccount channel