ADX261 PDF Dumps 2024 Exam Questions with Practice Test
Dumps for Free ADX261 Practice Exam Questions
NEW QUESTION # 27
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?
- A. Knowledge Only User
- B. WDC Only User
- C. Salesforce Platform
- D. Satesforce
Answer: A
NEW QUESTION # 28
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Report Subscriptions by call center
- B. DynamicDahsbaord by Call Center
- C. Reporting Snapshots by call center
- D. Case report grouped by call center
Answer: C
NEW QUESTION # 29
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
Answer: C
NEW QUESTION # 30
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Plan, prepare, validate, execute, test
- B. Prepare, plan, Test, execute, validate.
- C. Prepare, plan, validate, execute, test
- D. Plan, prepare, test, execute, validate.
Answer: D
NEW QUESTION # 31
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices
What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Experience Cloud site
- C. Web-to-CaM
- D. Case Assignment Rules
Answer: A
NEW QUESTION # 32
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Service Console Macros
- B. Lightning Guided Engagement
- C. Path for Cases
- D. Lightning Flow Component
Answer: B
NEW QUESTION # 33
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case
record page.
- A. Add knowledge component to case record page
- B. Add knowledge data categories to each case
- C. Add the knowledge related list to the case record page
- D. Add the knowledge tab to the service console
Answer: A
NEW QUESTION # 34
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Define case auto-response rules.
- B. Configure case escalation rules.
- C. Establish case assignment rules.
- D. Use Flow Builder to create a flow with a scheduled path.
Answer: B
NEW QUESTION # 35
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Outlook Integration
Answer: C
NEW QUESTION # 36
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure Omni-channel to assign cases directly to Tier 2.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure IVR routing to bypass Tier 1 for the product line.
Answer: B
NEW QUESTION # 37
UCs is implementing Salesforce Knowledge at its contact center. The contact
center has a dedicated support team for each product that it supports. Contact
center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based profiles to the associated product data category value
Answer: C
NEW QUESTION # 38
Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Configure flow Builder /Process Builder
- B. Create a Case Macro
- C. Define case escalation rules
- D. Activate a validation rule
Answer: A
NEW QUESTION # 39
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. Change the Run Apex As User to a service agent profile.
- B. Configure a Macro to close the duplicate case
- C. Establish Duplicate Rules to find similar cases.
- D. In Inbound Setting, set Enable Case Reopen to 3 days.
Answer: C
NEW QUESTION # 40
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process'
Choose 2 answers
- A. Macros
- B. Global Quick Action
- C. Email Temp ates
- D. Quick Text
Answer: C,D
NEW QUESTION # 41
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple
How should the consultant recommend an agent launch a swarm?
- A. Dynamic Form
- B. Scheduled flow
- C. Quick Action
- D. Apex Trigger
Answer: C
NEW QUESTION # 42
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Article Translation
- B. Chatter Answers
- C. Data Category Groups
- D. Data Category Visibility
Answer: D
NEW QUESTION # 43
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Select a window of time when users will NOT be making changes to the organization.
- B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Ensure all users refrain from logging into production for an entire day prior to deployment.
- E. Migrate a test deployment to a staging environment for a smoother real-life experience.
Answer: A,C,E
NEW QUESTION # 44
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Create a Case Macro
- B. Activate a Validation Rule
- C. Configure Process Builder
- D. Define Case Escalation Rules
Answer: A
NEW QUESTION # 45
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
- A. Mass Transfer Records
- B. Data Import Wizard
- C. Data Loader
- D. Change Sets
Answer: C,D
NEW QUESTION # 46
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Automatic call distribution
- B. Service cloud console
- C. Knowledge base
- D. Customer community
Answer: C,D
NEW QUESTION # 47
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Add a custom Lightning component to the site and the Case Lightning record page.
- B. Use email to case for the client to submit the relevant information to the specialist.
- C. Create a screen-based flow accessible from the Experience site and internaly.
- D. Post a web to case form on the site and assign the case to the specialist for completion.
Answer: A
NEW QUESTION # 48
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be
reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Approve articles from the Knowledge approval page to Publish.
- B. Agents must click Publish after the Approval Process.
- C. Set the final approval action to "Lock the record for editing".
- D. The Approval Process will automatically Publish.
Answer: B
NEW QUESTION # 49
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