DUMPS BASE EXAM DUMPS SALESFORCE ADM-261 28% OFF Automatically For You Service Cloud Administration (SU21) Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 1.Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. How should a consultant deploy these Permission Sets to Production? A. Use a Change Set B. Manually re-create the Permission Sets C. Create an Unmanaged Package D. Publish a Managed Package Answer: A 2.What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond? A. Customize the lightning console that page. B. Configure a chat validation rule. C. Customize the pre-chat form. D. Configure lightning guided engagement. Answer: C 3.Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers A. Enable templates for written responses. B. Increase the number of agents. C. Improve the agent interface. D. Employ surveys to confirm customer satisfaction. Answer: A,D 4.Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns? A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app. B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once. D. Configure the new app m developer org and use an unmanaged package to deploy to production. Answer: D Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 5.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 features must be configured to accomplish this? Choose 3 answers A. Email Alert B. Email Relay C. Email Template D. Assignment Rule E. Workfl Answer: A,C,E 6.At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant 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. Answer: D 7.Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers A. Add multiple ELSE IF blocks after the IF block B. Add conditional logic to the instructions C. Create a formula to build the macro logic around D. Add a formula block to the macro Answer: C,D 8.Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users? A. Enable Keyboard shortcuts B. Define criteria-based record page components C. Configure Macros D. Create multiple Console layouts Answer: A 9.Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend? A. Field Service Lightning B. Lightning Console C. Salesforce Mobile App D. Employee Community Answer: A 10.Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers A. Set up an intuitive Data Category hierarchy B. Restrict the Manage Articles user permission C. Enable and configure wildcards for article searches D. Require that an article be added when closing a case Answer: A,B 11.A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers A. Number of cases created sorted by order B. Number of cases by type by owner C. Number of cases in each status D. Number of solutions created per agent Answer: A,B Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 12.A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future? A. Add the entitlement related list to account page layouts. B. Add the entitlement lookup field to case page layouts. C. Add a Validation Rule that ensures each Case has an entitlement. D. Add a Validation Rule that ensures each Account has an entitlement. Answer: A 13.A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations? A. Create Knowledge Articles and publish internally and publicly. B. Configure IVR routing to bypass Tier 1 for the product line. C. Configure Omni-channel to assign cases directly to Tier 2. D. Create a dashboard to track and manage call volumes by type. Answer: A 14.UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers. A. Configure workflow rules for each data category B. Configure article types for each kind of content C. Define approval processes for eacharticle type D. Define approval processes for each product E. Configure data category values for each product Answer: A,B,E Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 15.UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation? A. Create a case report to show all cases across tiers filtered by an escalation flag. B. Create an approval process to ensure only the appropriate cases get escalated. C. Create a case report to show the number of cases for each tier and sort them by case owner. D. Create a custom trigger to generate history when cases get escalated between tiers. Answer: A 16.Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2) A. Only one inbound email address can be used for Email-to-Case B. Follow-up emails and attachments related to a case are attached to the case C. Assignment, escalation, and workflow rules are processed on inbound emails D. Follow-up emails related to a case will update the case comments Answer: B,D 17.Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend? A. Keep all open in tabs. B. Use a second Console session. C. Define a custom List View. D. Add History to the Utility bar. Answer: D 18.The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers A. Create a case queue for all created or updated cases. B. Create a case report that displays all created or updated cases. Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 C. Create an email alert notification for Case Teams. D. Create a case list view that is filtered by My Case Teams. Answer: A,C 19.Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements? A. Force.com Sites with Knowledge and Email-to-Case B. Visualforce and Self-Service Portal C. Force.com Sites with Knowledge and Web-to-Case D. Force.com Sites and High-Volume Customer Portal Answer: D 20.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 the upgrade process? Choose 3 answers A. Publish ongoing updates to the community knowledge base with details about the upgrade. B. Communicate information about the upgrade to customers in advance. C. Send routine status updates to customers via Chatter during the upgrade. D. Replace the default outage page with a custom page containing upgrade information. E. Notify customers once the upgrade is completed and full services are restored. Answer: B,D,E 21.Which two configuration steps are required before quick actions can be used in Macros? A. Global Actions needs on the publisher layout. B. Quick Actions must be enabled in the org. C. The specific quick action must be added to the case Feed. D. The specific quick action must be added to the case record Type. Answer: B,C 22.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. Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers A. Assignthe Salesforce users to the Call Center. B. Install an adapter from AppExchange to work with third-party CTI systems C. Use Apex to create an adapter to work with third-party CTI systems D. Create a SoftPhone layout and assign to user profiles E. Assign the Salesforce CTI license to Salesforce users Answer: A,B,D 23.Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production? A. Change Sets B. Mass Transfer Records C. Data Import Wizard D. Data Loader Answer: A,B 24.What are three considerations when adding a report chart to a Console Component? Choose 3 answers A. The report chart is added to the Page Layout. B. The report is shared with a Chatter Group. C. The report is a Summary or Matrix report. D. The report contains a chart. E. The report hasa standard Report Type. Answer: C,D 25.Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed? A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue B. Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case D. Integrate Service cloud with Google Analytics and use workflow rules for case and Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 contact creation based on key values Answer: A 26.A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future? A. Add the entitlements related list to contact records B. Add the entitlement contacts related list to account records C. Add the assets related list to contact records D. Add the service contract related list to contact records Answer: A 27.Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend? A. Chat Queue-based routing B. Case Skills-based Assignment Rules C. Omni-channel Queue-based routing D. Omni-channel Skills-based routing Answer: C 28.The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem? A. Limit Customers to 5 Cases per day. B. Provide a self-help Customer Community. C. Add more support phone lines. D. Ask sales reps to respond to support Cases. Answer: B 29.Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers A. Approval Process that assigns an Article to a Reviewer Queue. B. Knowledge Action to Publish an Article once the Article is approved. C. Validation Rules for article record types to verify all fields during creation. D. Data Category to assign an article record type to a Reviewer. Answer: C,D Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 30.Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem A. Configure Case Assignment Rules to use Queues. B. Configure Omni-Channel Routing Model as Most Available. C. Configure Case Assignment Rules to use Users. D. Configure Omni-Channel Routing Model as Least Active. Answer: B 31.Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met? A. Create a custom related list on the case. B. Create a custom view on the Case tab. C. Create a custom Visualforce page. D. Create a custom report. Answer: C 32.What statement is true about the Salesforce Knowledge article lifecycle? A. Approval process CANNOT allow publishing of articles that have specific validation statuses B. Article permission sets allow agents to participate in the article publishing process C. Articles CANNOT be published until they are reviewed and validated by a qualified author D. Knowledge uses public groups as a way to assign users to specific tasks related to articles Answer: B 33.Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers A. Omni-Channel B. Page Layouts C. Record Types D. Support Processes E. Article Types Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 Answer: A,C,D 34.Which method can be used to route cases from social channels? A. use Twitter-to-case and add workflow rules to the case object. B. Enable Social Customer Service and add assignment rules to the case object. C. Enable Social Network Profile and add workflow rules to the contact object. D. Enable Social Network Profile and add assignment rules to the case object. Answer: B 35.Universal containers wants to implement Omni channel within service cloud for its representatives. What is the first step required to configure Omni channel? A. Contact salesforce to have Omni channel enabled. B. Enable Omni channel in setup. C. Assign users to the Omni channel feature license. D. Assign users to Omni channel permissions. Answer: B 36.Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers A. Allows customers to customize their user interface B. Allows customers the ability to collaborate C. Allows customers to customize reports and dashboards D. Allows customers to search a knowledge base. Answer: B,D 37.Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need? A. omni Channel B. Contact Request C. Field Service D. Mobile Connect Answer: C 38.Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 Which two approaches can be used to accomplish this goal? Choose 2 answers A. Representing metrics such as first-response and resolution time on cases B. Monitoring the case escalation rule queue to confirm service levels are met C. Identifying the customer contact associated with a particular stage of a service contract D. Displaying whether a case response complies with a customer's service level agreement Answer: A,D 39.What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2) A. Replaces the need for an email channel B. Eliminates tracking of customer entitlements C. Uncovers gaps in the knowledge base D. Reduces incoming call volume Answer: C,D 40.Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing Answer: B 41.The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product? A. Create an article action for each record type and assign them to each team based on their product specialization B. Create a permission set foreach record type and assign them to each team based on their product specialization C. Create a page layout for each article type and assign them to each team based on their product specialization D. Create a data category for each product and assign them to each team bases on Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 their product specialization Answer: D 42.Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement? A. Implement Field Service Lightning. B. Integrate with an enterprise resource planning system. C. Develop and publish a knowledge management system D. Configure Visual Flows on Salesforce mobile. Answer: B 43.A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers A. Number of calls offered B. Agent utilization C. Quality monitoring score D. Schedule adherence Answer: B, D 44.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, Validate B. Plan, Prepare, Test, Execute, Validate C. Prepare, Plan, Validate, Execute, Test D. Plan, Prepare, Validate, Execute, Test Answer: D 45.UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers. A. Track social sentiment across social media outlets Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 B. Improve the training provided to existing agents C. Hire more agents for the contact centers D. Configure entitlements and milestones to enforce SLAs Answer: B,C 46.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 channel groupings. B. Create an agent profile for each channel grouping. C. Create a unique case page layout for each channel grouping. D. Create an agent role for each channel grouping. Answer: C 47.Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers. A. Integration with Field service teams and apps B. Strategies to maximize call deflection C. Performance for high volume of interactions D. Integration with Lead Generation team and apps Answer: C,D 48.Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers A. Service Console Knowledge Components B. Service Console Profile Assignments C. Data Categories and Article Actions D. Data Categories and Article Types Answer: A,D 49.Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made? Choose 3 answers A. Users must use Lightning Experience. B. Publisher Actions used in the macros must be on the page layout. Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 C. The Macros widget or utility must be added to the console. D. The Run Macros Permission must be granted to users. E. The Run Macros Action must be on the page layout. Answer: A,B,D 50.When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration? A. Remove these fields from the page layout and add the components to the highlights panel. B. Add these fields to the page layout and add the components to the highlights panel C. Remove these fields from the page layout and add the fields to the highlights panel D. Add the fields to the page layout and add the fields to the highlights panel. Answer: D 51.Milestones can be added to which three object types? Choose 3 Answers A. Work order B. Case C. Service D. Entitlement E. Account Answer: A,B,D 52.Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers. A. Ability to determine if a customer has escalated a case in the past B. Ability to specify unique service levels for each customer C. Ability to prompt callers for the service contract number within IVR menus D. Ability to enforce service levels with the time-dependent processes Answer: B,C 53.The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric? Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 A. Skills -based routing B. Private branch exchange C. Workforce management D. Interactive voice response Answer: A 54.Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend? A. Activate Knowledge One within the Salesforce Console for Service. B. Create a Knowledge Visualforce component on the case detail page. C. Activate Knowledge One on the case detail page. D. Create a Knowledge Visualforce component within the Salesforce Console for Service. Answer: A 55.Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers requesting feedback. C. Install Knowledge Base Dashboards and Reports AppExchange package. D. Create a group of super users that will evaluate and manage articles. Answer: C 56.Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved? A. Customer view of case tab B. Custom Visual force page C. Custom report D. Custom related list Answer: B 57.Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement? A. Web-to-Case Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 B. Embedded Chat Service C. Customer Community D. Case Assignment Rules Answer: B 58.Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement? A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created Answer: A 59.Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements? A. Use Process Builder for notifications and case teams to monitor cases. B. Use Process Builder for notifications and account teams to monitor cases. C. Use escalation rules for notifications and account teams to monitor cases. D. Use escalation rules for notifications and case teams to monitor cases. Answer: A 60.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 for Twitter and Facebook. Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 D. Einstein Bot social queues. Answer: A 61.Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend? A. Web-to-Case B. Email-to-Case C. Salesforce for Outlook D. On-Demand Email-to-Case Answer: B 62.Which solution can be used to improve call deflection? A. Knowledge base B. Community forum C. Assignment rules D. Web chat E. Case routing Answer: D 63.What are two benefits of deploying Knowledge in Customer Communities? A. Reduces incoming call volume B. Replaces the need for an email channel C. Eliminates tracking of customer entitlements D. Uncovers gap in the knowledge base Answer: A,B 64.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 Milestones. C. Use Process Builder with Scheduled Actions D. Enable Omni-Channel Routing. Answer: B Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 65.A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answers A. Enable Work Orders. B. Create an Entitlement Process. C. Set up Milestones. D. Configure Service Contracts. Answer: B,C 66.Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2) A. Escalation rules B. Case teams C. Workflow rules D. Auto-response rules Answer: B,C 67.A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers A. CTI Adapter configuration B. Lightning Console enablement C. Call Center Definition File creation D. Service Console case creation configuration Answer: A,C 68.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. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. D. 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. Answer: D Salesforce Service Cloud Administration Real ADM-261 Dumps Questions V8.02 69.Which solution should a consultant recommend? A. Enable the knowledge sidebar related list on the case page layout. B. Create a visual force page called knowledge sidebar on the case page layout. C. Enable the knowledge sidebar setting in the case support settings. D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout. E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console. Answer: D 70.The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers A. Create a case assignment rule to ensure cases are owned by a user when closed. B. Use a data tool to update the owner field on closed cases. C. Create a Process Builder and Flow to change the owner on closed cases. D. Create a case validation rule to ensure cases are owned by a user when closed. Answer: A,B 71.Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend? A. Email-to-Case B. web-to-Case C. An AppExchange package D. On-Demand Email-to-Case Answer: D 72.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?