ADM-261 Practice Test

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Omni-Channel Utility Component

B. Cases report sorted by Rep and Case Owner

C. Cases report sorted by Rep and Case Created Date

D. Omni-Channel Supervisor tab

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2)

A. Hide the Article Management tab for users who should have read-only access to articles.

B. Set the organization-wide default to private and create sharing rules for the FAQ article type

C. Enable the Manage Articles permission for the publisher profile and assign it to users

D. Create a publisher profile that includes create access on the FAQ article type.

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

A. Only one inbound email address can be used for Email-to-Case

B. Follow-up emails and attachments related to a case are attached to the case

C. Assignment, escalation, and workflow rules are processed on in bound emails

D. Follow-up emails related to a case will update the case comments

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Omni-Channel

B. Publisher Actions

C. Macros

D. Quick Text

E. Chatter

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C. Deliver the entire project simultaneously so as to present UC with a completed solution.

D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.