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Pearson ADM-261 New Attempt

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Question 8

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

Options:

A.

Automatic Call Distributor

B.

Private Branch Exchange

C.

Interactive Voice Response

D.

Time and Attendance

Question 9

If youdelete a case, which two also get deleted? (Choose two answers)

Options:

A.

Account

B.

Solution

C.

Event

D.

Attachments

Question 10

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

Options:

A.

Create thedata categories and set up the data category values.

B.

Set up a zip file that contains the CSV, HTML, and image files.

C.

Create the custom fields for the slide type

D.

Set up the article actions and assign publishers to each action

E.

Set the publicationstatus of the article tame to draft status

Question 11

UniversalContainers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

Options:

A.

Normalize database

B.

Perform data cleaning

C.

Enable data validation rules

D.

Develop data map

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Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)
Last Update: Nov 16, 2024
Questions: 354
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