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:

Automatic Call Distributor

Private Branch Exchange

Interactive Voice Response

Time and Attendance

Question 9

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

Options:

Account

Solution

Event

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:

Create thedata categories and set up the data category values.

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

Create the custom fields for the slide type

Set up the article actions and assign publishers to each action

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)?