Salesforce ADX261 Quiz 22 Topic 5 Questions 106-110

Question: 1

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the 'Errata' record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

ACreate a workflow rule and email alert action that sends an email to the case contact when a case with the 'Errata' record type is created

BCreate an auto-response rule that sends an email to the case contact when a case with the 'Errata' record type is created

CCreate an Apex trigger that sends an email to the case contact when a case with the 'Errata' record type is created

DCreate an assignment rule that sends an email to the case contact when a case with the 'Errata' record type is created

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Question: 2

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

ARestore the data using the available backup.

BLog a Data Recovery case with Salesforce Support.

CUse Data Loader to delete the corrupt data.

DManually update the corrupt data to correct it.

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Question: 3

Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?

Choose 2 answers

AData Category to assign an Article Type to a Reviewer

BValidation Rules for Article Types to verify all fields during creation

CKnowledge Action to Publish an Article once the Article is approved

DApproval Process that assigns an Article to a Reviewer Queue

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Question: 4

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

AAssign Users to Omni Channel permissions

BEnable Omni Channel by clicking Settings in Setup

CAssign Users to the Omni Channel Feature License

DContact Salesforce to have Omni Channel enabled

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Question: 5

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

AEnable templates for written responses.

BIncrease the number of agents.

CImprove the agent interface.

DEmploy surveys to confirm customer satisfaction.

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Salesforce ADX261 Quiz:22 Topic:5 Questions:106-110