Free Salesforce ADX261 Exam Dumps Questions & Answers

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

• A.  Use Smart Link to Article to select the prior version.
• B.  Add "updated" to the name of the new article.
• C.  Select the Flag as new version checkbox when publishing.

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

• A.  Create a case assignment rule to ensure cases are owned by a user when closed.
• B.  Create a case validation rule to ensure cases are owned by a user when closed.
• C.  Use Data Loader periodically to assign these cases to a default owner.

What is a common deflection technique to reduce the number of interactions for a contact center?

• A.  Suggest articles for an Email-to-Case question.
• B.  Recommend articles prior to a Chat session.
• C.  Recommend articles during a call from a support agent.

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

• A.  Configure and activate Duplicate Management.
• B.  Grant "View All Data" and instruct them to search.
• C.  Implement Apex triggers for Contact.

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

• A.  Use the Files Related List on each article to add files to the articles.
• B.  Use the Lightning Knowledge Migration Tool and choose 'include files'.
• C.  Upload the files as Documents, then relate them to the migrated articles.