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ADM-261 Exam Dumps - Salesforce Consultant Questions and Answers

Question # 54

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

Options:

A.

Assign team-based roles to theassociated product article types

B.

Assign team-based profiles to the associated product article types

C.

Assign team-based roles to the associated product data category value

D.

Assign team-based profiles to the associated product data category value

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Question # 55

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

Options:

A.

Service Console Knowledge Components

B.

Service Console Profile Assignments

C.

Data Categories and Article Actions

D.

Data Categories and Article Types

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Question # 56

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Options:

A.

Allows Chatter Messenger to be used between agents

B.

Displays records and their related items as tabs on one screen

C.

Is available for users in the partner portal

D.

Indicates when records and lists are changed by others

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Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)
Last Update: Feb 20, 2025
Questions: 354
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