Pass the Salesforce Consultant ADM-261 Questions and answers with ValidTests

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

Hide the Article Management tab for users who should have read-only access to articles.

Set the organization-wide default to private and create sharing rules for the FAQ article type

Enable the Manage Articles permission for the publisher profile and assign it to users

Create a publisher profile that includes create access on the FAQ article type.

Use the files related list on each article to add files to your articles.

Post the filesto the chatter feed on each article.

Upload the files as documents, then relate them to the migrated articles.

Use the lightning knowledge migration tool and choose “include files”.

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Retrieve Social Studio credentials.

Enable the Moderation feature to automatically create cases from posts.

Measure and reward agents basedon the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Create a dashboard that includes articles submitted by agents and approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Account tabs and Casestab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs