Free Salesforce ADM-261 Exam Dumps Questions & Answers

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable 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 the upgrade process? Choose 3 answers

• A.Communicate information about the upgrade to customers in advance.
• B.Notify customers once the upgrade is completed and full services are restored.
• C.Publish ongoing updates to the community knowledge base with details about the upgrade.
• D.Send routine status updates to customers via Chatter during the upgrade.
• E.Replace the defaultoutage page with a custom page containing upgrade information.

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

• A.Criteria for plan activation
• B.Site consolidation
• C.Open access to systems
• D.Recovery point objective

What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

• A.Replaces the need for an email channel
• B.Reduces incoming call volume
• C.Uncovers gaps in the knowledge base
• D.Eliminatestracking of customer entitlements

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

• A.Visual Workflow
• B.Quick Text
• C.Macros
• D.Lightning Guided Engagement

The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

• A.Provide the Service Manager with edit permissions to the standardKnowledge Article reports.
• B.Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
• C.Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• D.Provide the Service Manager with edit permissions to the standard Knowledge Article views.