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[General] Exam Salesforce ADX261 Topics | Excellect ADX261 Pass Rate

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【General】 Exam Salesforce ADX261 Topics | Excellect ADX261 Pass Rate

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q97-Q102):NEW QUESTION # 97
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
  • A. Crreate an article action for each record type;assign record types to service agents
  • B. Create a permission set for each record type ;assignpermisisons to service agents
  • C. Create a page layout for each record type ;assign layouts to servce agents
  • D. create a data category for each product assign data categories to service agents.
Answer: D
Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified Reference: : https://help.salesforce.com/s/ar ... view.htm&type=5 : https://help.salesforce.com/s/ar ... sign.htm&type=5

NEW QUESTION # 98
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
  • A. Establish case assignment rules.
  • B. Use Flow Builder to create a flow with a scheduled path.
  • C. Configure case escalation rules.
  • D. Define case auto-response rules.
Answer: C

NEW QUESTION # 99
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
  • A. Push Notifications
  • B. Omni-channel Supervisor
  • C. Next Best Actions
  • D. Case Feed
Answer: B

NEW QUESTION # 100
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, Validate, Execute, Test
  • B. Plan, Prepare, Validate, Execute, Test
  • C. Plan, Prepare, Test, Execute, Validate
  • D. Prepare, Plan, Test, Execute, Validate
Answer: B

NEW QUESTION # 101
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
  • A. Modify the import parameters to specify HTML encoding.
  • B. Change the HTML format first to support subfields.
  • C. Create an HTML file for each rich text area field.
Answer: C
Explanation:
For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.

NEW QUESTION # 102
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