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Quiz Perfect Salesforce - ADM-261 - Service Cloud Administration New Dumps Book

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Salesforce Service Cloud Administration Sample Questions (Q65-Q70):

NEW QUESTION # 65
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A. Escalated cases by account month-to-date
B. Time spent by account year-to-date
C. New cases opened by account channel
D. High priority cases opened by account month-to-date

Answer: A,D

NEW QUESTION # 66
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. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
C. Provide the Service Manager with edit permissions to the standardKnowledge Article reports.
D. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

Answer: D

NEW QUESTION # 67
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 for each 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 their product specialization

Answer: D

NEW QUESTION # 68
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Report that displays# of cases with articles attached during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Create a report that display the # of articles searched during the past 2 months
D. Report that displays # of new articles created during the past 2 months

Answer: A,C

NEW QUESTION # 69
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A. Project kickoff presentation
B. Solution design document
C. Requirements traceability matrix
D. Project milestones

Answer: A,D

NEW QUESTION # 70
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