Online Access Free ADM-261 Exam Questions

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

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

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Enable article submission during case close.
• B.Enable suggested articles on new cases.
• C.Enable agents to create their own personal articles.
• D.Enable article customization for open cases.
• E.Create an email template to send articles as PDFattachments.

At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

• A.Build a repository of Knowledge articles related to integration and share it with the customer.
• B.Enable Chatter case feed and add product development team members to the case team.
• C.Create a related child case and assign the child case to the product development team.
• D.Create a private Chatter group with customers and invite key individuals to join the group.

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

• A.Set up insert Article into Social post and enable the customer community portal.
• B.Set up communication channel layouts in the object manager to use Insert Article into Social post.
• C.Create a Visualforce page on the customer community portal.
• D.Create a Chatter group and invite the customer to join withan external chatter user.

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?

• A.Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
• B.Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
• C.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 forimport.
• D.Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.