ADM-261 Practice Test

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A. Force.com Sites with Knowledge and Email-to-Case

B. Visualforce and Self-Service Portal

C. Force.com Sites with Knowledge and Web-to-Case

D. Force.com Sites and High-Volume Customer Portal

Which method can be used to route cases from social channels?

A. use Twitter-to-case and add workflow rules to the case object.

B. Enable Social Customer Service and add assignment rules to the case object.

C. Enable Social Network Profile and add workflow rules to the contact object.

D. Enable Social Network Profile and add assignment rules to the case object.

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

A. Contact Requests

B. Social Customer Service

C. Embedded Chat Window

D. Open CT1

What is are commended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

A. Entitlements

B. Omni-channel

C. Case milestones

D. Case escalation