ADM-261 Practice Test

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Grant Authors access to the FAQ article type.

B. Set article Org Wide Default to Public Read Write.

C. Add Authors to the FaQ Data Category.

D. Grant Authors access to the FaQ record type

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A. Company Community

B. Employee Community

C. Customer Community

D. Partner Community

The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers

A. Average call handle time by team

B. Number of cases created using portal

C. Number of cases closed by a self-service user

D. Number of IVR inquiries without agent involvement

In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A. Allow the exercise to be done in a Production instance

B. Use a Full copy sandbox for the DR exercise

C. Use a Partial sandbox for the DR exercise

D. Use a Developer Pro sandbox for the DR exercise

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A. Customize the lightning console that page.

B. Configure a chat validation rule.

C. Customize the pre-chat form.

D. Configure lightning guided engagement.