PRACTICE SALESFORCE ADM-261 EXAM ONLINE - EXCELLECT ADM-261 PASS RATE

Practice Salesforce ADM-261 Exam Online - Excellect ADM-261 Pass Rate

Practice Salesforce ADM-261 Exam Online - Excellect ADM-261 Pass Rate

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Salesforce Service Cloud Administration Sample Questions (Q347-Q352):

NEW QUESTION # 347
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  • A. Create the custom fields for the slide type
  • B. Set up a zip file that contains theCSV, HTML, and image files.
  • C. Set the publication status of the article tame to draft status
  • D. Set up the article actions and assign publishers to each action
  • E. Create the data categories and set up the data category values.

Answer: B,D,E


NEW QUESTION # 348
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

  • A. Provide additional training on tools and process
  • B. Extend benefits to part-time agents
  • C. Allow shift trading between agents
  • D. Mix telephony interactions with email and chat

Answer: B,C


NEW QUESTION # 349
What is a benefit of a customercommunity? Choose 2 answers.

  • A. Eliminates the need to track service level agreements
  • B. Reduces incoming call volume
  • C. Enables customers to log inquires without contacting an agent
  • D. Eliminates the need for support agents

Answer: B,C


NEW QUESTION # 350
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?

  • A. Reads the case
  • B. Adds an activity or sends an email from the case record
  • C. Adds a related comment to the case
  • D. All of the above
  • E. Edits the case

Answer: E


NEW QUESTION # 351
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Whichstatement is true about migrating images into Salesforce Knowledge?

  • A. Upload the images into Salesforce prior to importing the articles
  • B. Include images in an .html file using the image tag and src attribute
  • C. Ensure that each image does NOT exceed the maximum of 25 MB
  • D. Convert all images to .jpeg, as this is the only supported file type

Answer: B


NEW QUESTION # 352
......

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