Quiz Valid ADX261 - Exam Administer and Maintain Service Cloud Training

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q86-Q91):

NEW QUESTION # 86
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

A. Enable suggested artciels in the community
B. Set the visibility to the data categories
C. Utilize topic tags for each product type
D. Define article types with sharing settings

Answer: C

NEW QUESTION # 87
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A. On a record Highlights Panel
B. On a record Activity Feed list
C. On the Calendar right hand panel
D. On a utility bar of the Lightning App

Answer: B

NEW QUESTION # 88
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Case Assignment
B. Salesforce Console
C. Entitlements and Milestones
D. Case Escalation

Answer: C

NEW QUESTION # 89
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Approval Process that assigns an Article to a Reviewer Queue.
D. Data Category to assign an article record type to a Reviewer.

Answer: C,D

NEW QUESTION # 90
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.
B. Add the Suggested Article widget to the Case page layout.
C. Create email templates with Knowledge Articles attached.
D. Add the Knowledge tab to the Console app.

Answer: A

NEW QUESTION # 91
......

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