Ultimate Guide to Prepare Free Salesforce ADX261 Exam Questions and Answer
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NEW QUESTION 51
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers
- A. Set up an intuitive Data Category hierarchy
- B. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Require that an article be added when closing a case
Answer: C,D
NEW QUESTION 52
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case age report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION 53
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Omni-Channel
- B. Macros
- C. Publisher Actions
- D. Quick Text
- E. Chatter
Answer: B,C,D
NEW QUESTION 54
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Appexchange solution
- B. Social Conversation component
- C. Omni channel
- D. Custom lightning component
Answer: B
NEW QUESTION 55
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. Activate a validation rule
- B. Create a Case Macro
- C. Configure flow Builder /Process Builder
- D. Define case escalation rules
Answer: C
NEW QUESTION 56
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced issue resolution time
- B. Reduced support channels
- C. Increased call routing accuracy
- D. Increased call deflection
- E. Optimized use of resources
Answer: A,B,E
NEW QUESTION 57
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tabs and Cases tab
- B. Account tab with Cases related list
- C. Account tabs with Case Subtabs
- D. Case tabs with Account subtabs
Answer: B
NEW QUESTION 58
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Field Service Lightning
- B. Salesforce Mobile App
- C. Employee Community
- D. Lightning Console
Answer: A
NEW QUESTION 59
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Salesforce Console
- C. Case Assignment
- D. Case Escalation
Answer: A
NEW QUESTION 60
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. field service
- B. Contact Requests
- C. Mobile connect
- D. Omni channel
Answer: A
NEW QUESTION 61
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with Customer Account Portal template
- B. Einstein Bots with Credit Card Payments
- C. Field Service with Integrated Payments
- D. Service Cloud Voice with Tele-pay
Answer: D
NEW QUESTION 62
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Apex Trigger
- B. Article Translation
- C. Approval Process
- D. Smart Links
Answer: D
NEW QUESTION 63
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On the Calendar right hand panel
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On a record Activity Feed list
Answer: D
NEW QUESTION 64
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Snapshot report type.
- B. Create a report using the Case Historical Trending report type.
- C. Create a report using the Case Age report type.
- D. Create a report using the Case Lifecycle report type.
Answer: A
NEW QUESTION 65
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. Reduced issue resolution time
- B. Reduced first contact resolution
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. A knowledge article life cycle that evolves based on usage and demand
Answer: A,B
NEW QUESTION 66
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a page layout for each record type; assign layouts to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create a data category for each product; assign data categories to service agents.
Answer: A
NEW QUESTION 67
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Auto launch flow
- C. Visualforce custom page Questions & Answers PDF Page 6
- D. Salesforce Console for Service
Answer: D
NEW QUESTION 68
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