Free Administer and Maintain Service Cloud Exam ADX261 Exam Practice Test

UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?Choose 3 answers.

• Configure workflow rules for each data category
• Configure article types for each kind of content
• Define approval processes for each article type
• Define approval processes for each product
• Configure data category values for each product

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• Activate Knowledge One within the Salesforce Console for Service.
• Create a Knowledge Visualforce component on the case detail page.
• Activate Knowledge One on the case detail page.
• Create a Knowledge Visualforce component within the Salesforce Console for Service.

Which configuration item must be created when implementing Lightning Knowledge?

• Record Types
• File Types
• Attachment Types
• Article Types

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.What should a consultant recommend to address this problem?

• Configure Process Builder
• Activate a Validation Rule
• Define Case Escalation Rules
• Create a Case Macro

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?

• Set up a private Knowledge Base to provide 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 customers affected by the recall to defect calls.
• Set up a customer survey for customers calling in to identify the severity and impact of the recall.

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.What should a consultant configure to satisfy this request?

• Create a macro to send an email with the article to the customer.
• Create a workflow email alert to send the article to the customer.
• Create an auto-response rule to send the article to the customer.
• Create a Lightning email template to send the article to the customer.

All of the following objects may have a queue EXCEPT:

• Accounts
• Cases
• Leads
• Custom Objects

Which application will allow a client to enable Ideas on a public website?

• Partner portal
• Self-service portal
• Sites
• Customer portal

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.What two solutions can a consultant suggest to meet the agent's requirements?Choose 2 answers

• Add multiple ELSE IF blocks after the IF block
• Add conditional logic to the instructions
• Create a formula to build the macro logic around
• Add a formula block to the macro

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

• Omni Channel
• Process Builder Assignment
• Live Agent
• Case Assignment Rules