Salesforce edusum salesforce Consultant Changed Adm-261 Questions by Myla-rose q213 vce pdf

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Exam Name:	Service Cloud Administration (WI25)
Exam Code:	ADM-261 Dumps
Vendor:	Salesforce	Certification:	Salesforce Consultant
Questions:	354 Q&A's	Shared By:	myla-rose

Question 40

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

Options:

Set up an intuitive Data Category hierarchy

Restrict the ManageArticles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

Discussion

Question 41

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Options:

Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.

Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Set up IVR with an automated response for customersaffected by the recall to defect calls.

Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Discussion

Question 42

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

Options:

Use a Change Set

Manually re-create the Permission Sets

Create an Unmanaged Package

Publish a Managed Package

Discussion

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Question 43

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Options:

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

Discussion