Salesforce ADX261 Quiz 28 Topic 1 Questions 136-140

Question: 1

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

ACreate a task related to the article with a reminder set for the article start date.

BCreate a workflow rule to update the article status to Published on the article start date.

CSet the article publish date to automatically display the article on the start datE.

DSend an email reminder to update the article status to Published on the start date.

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Question: 2

A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

AImplement an on demand telephony solution provided by a vendor.

BUse a computer telephony integration (CTI) adapter that supports its telephony system.

CCreate an API integration between Salesforce and the telephony system.

DBuild a custom computer telephony integration (CTI) adapter using the Toolkit.

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Question: 3

A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

AMass email

BCommunities

CPublic groups

DSalesforce Chat

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Question: 4

A contact center manager is looking for ways to overall cost per case.

What Salesforce metrics should the contact center manager evaluate? (Choose 2)

AAverage number of activities per case

BAverage number of articles attached to a case

CTotal number of cases by origin

DAverage customer satisfaction score by case

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Question: 5

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)

ACreate the data categories and set up the data category values.

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

CCreate the custom fields for the slide type

DSet up the article actions and assign publishers to each action

ESet the publication status of the article tame to draft status

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Salesforce ADX261 Quiz:28 Topic:1 Questions:136-140