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ADM-261 practice test questions answers

Salesforce ADM-261 Exam Dumps - Actual Questions Answers

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ADM-261 Questions and Answers

Question # 1

UC wants to implement a Knowledge management process withthe 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, multipleproducts, 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 centeragents who handle the product. How should a consultant recommend that Knowledge be configured?

Choose 3 answers.


Configure workflow rules for each data category


Configure article types for each kind of content


Define approval processes for eacharticle type


Define approval processes for each product


Configure data category values for each product

Question # 2

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?


Configure Case Escalation Rules.


Define Entitlement and Milestones.


Use Process Builder with Scheduled Actions


Enable Omni-Channel Routing.

Question # 3

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?


Entitlement processes, milestones,milestone actions, and entitlements


Entitlement processes, contracts, contract line Items, and entitlements


Entitlement processes, contract line items, milestones, and entitlements


Entitlement processes, contracts, milestones, and milestone actions

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