Free Administer and Maintain Service Cloud Exam ADX261 Exam Practice Test

Which search mechanism should be used to find case comments from within the lightning service console?

• Search utility component
• Comment search component
• Comments list view
• Global search

Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

• Create three article types for each product area (Personal Banking, Mortgage, CD).
• Create three data categories for each product area (Personal Banking, Mortgage, CD).
• Create two data categories to display information (Question/Answer, Product Info).
• Create two article types to display information (Question/Answer, Product Info).

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.Which three Sandbox types can be used to accomplish this?

• Partial Copy Sandbox
• Administrator Sandbox
• Developer Pro Sandbox
• Full Sandbox

A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

• Add the entitlement related list to account page layouts.
• Add the entitlement lookup field to case page layouts.
• Add a Validation Rule that ensures each Case has an entitlement.
• Add a Validation Rule that ensures each Account has an entitlement.

KCS (knowledge centered support) what is it? Choose 2 Answers

• Standard for managing customer support and delivery
• Method for social media management
• Share knowledge with the business partners
• Process for creating and maintaining knowledge

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a Consultant consider as part of the migration strategy?

• Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
• Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
• Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

• Create multiple CSV files, one for each article type
• Create HTML files referencing image to be uploaded
• Match each new article to an existing article type
• Create a single CSV file, including all article types
• Load all articles with the Apex data loader tool

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.How can a consultant automate the use of suggested articles to accomplish this goal?

• An email to case inquiry
• On-demand email to case
• While holding for a support agent
• Web-to-case question

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this?

• Standard Email-to-Case with assignment rules
• Lightning Email with web routing prioritization
• Omni-Channel with prioritized queues
• Standard Web-to-Case with assignment rules

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.What approach should a consultant recommend to meet these requirements?

• Configure Case Escalation Rules.
• Define Entitlement and Milestones.
• Use Process Builder with Scheduled Actions
• Enable Omni-Channel Routing.