ADM-261 exam

KCS (knowledge centered support) what is it? Choose 2AnswersA . Standard for managing customer support and deliveryB . Method for social media managementC . Share knowledge with the business partnersD . Process for creating and maintaining knowledgeView AnswerAnswer: C,D

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?A . Configure Case Escalation Rules.B . Define Entitlement and...

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?A . Prepare, Plan, Test, Execute, ValidateB . Plan, Prepare, Test, Execute, ValidateC...

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during...

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's nameB . Both Service Reps can chat with the customerC . The chat transcripts and case are transferredD . The Customer doesn't know they were transferredView...

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answersA . Assignthe Salesforce users to the Call Center.B . Install an adapter...

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?A . Create a service cloud console to support all...

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?A . Cleanse the data outside of Satesf brce and then migrate the data.B . Use the Salesforce data loader to load and cleanse...

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?A . Social Persona tor Twitter and Facebook.B . Social Media Marketing message tagging.C . Social Customer Service...

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three...