ADX261 Braindumps PDF, Salesforce ADX261 Exam Cram
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NEW QUESTION # 36
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. Macros
- B. Chatter
- C. Omni-Channel
- D. Publisher Actions
- E. Quick Text
Answer: A,D,E
NEW QUESTION # 37
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Visible in Portal
- B. Private
- C. Read Only
- D. Read/Write
Answer: C
NEW QUESTION # 38
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Define criteria-based record page components
- B. Create multiple Console layouts
- C. Enable Keyboard shortcuts
- D. Configure Macros
Answer: C
NEW QUESTION # 39
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Create a group of super users that will evaluate and manage articles.
- B. Install Knowledge Base Dashboards and Reports AppExchange package.
- C. Contact Salesforce to send a report on article efficacy.
- D. Send out a monthly survey to customers requesting feedback.
Answer: B
NEW QUESTION # 40
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. Omni channel routing
- C. On-Demand Email-to-case
- D. Web to case forms
Answer: C
NEW QUESTION # 41
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Work order and customer contact escalation requiements
- C. Total number of accound and contact records in the database
- D. Visibility and accesst to the work order records
- E. Accoun team relationship to the primary contact
Answer: A,B,D
NEW QUESTION # 42
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. History tab on the Actions & Recommendations comporent.
- C. Einstein Next Best Action Strategy Guilder.
- D. Recommendation Strategy Metrics related list.
Answer: C
Explanation:
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
NEW QUESTION # 43
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Post the Files to the Chatter Feed on each Article.
- B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- C. Upload the files as Documents, then relate them to the migrated Articles.
- D. Use the Files Related List on each article to add files to your articles.
Answer: C
NEW QUESTION # 44
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Case Auto-Response
- B. Escalation Rules
- C. Facebook Messaging
- D. Chat
Answer: A,D
NEW QUESTION # 45
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant authors access to the FAQ records type
- B. Add Authors to the FAQ data category
- C. Grant Authors acess to FAQ artcle type
- D. Set Article Or Wide to Public Read Write
Answer: A
NEW QUESTION # 46
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l
had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lighining Row Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 47
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Chat Transcript and Case are transferred.
- B. The Customer is shown the new Representative's Name
- C. The Customer does not know they were transferred.
- D. Both Service Reps can chat with the Customer.
Answer: A,B
NEW QUESTION # 48
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create an article action for each record type; assign record types to service agents.
- B. Create a page layout for each record type; assign layouts to service agents.
- C. Create a data category for each product; assign data categories to service agents.
- D. Create a permission set for each record type; assign permissions to service agents.
Answer: B
NEW QUESTION # 49
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 Lifecyle report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case historical trending report type
- D. Create a report using the Case age report type
Answer: A
NEW QUESTION # 50
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?
- A. Share each Quick Text individually to Public Groups.
- B. Set the Organization-Wide default to Public Ready Only.
- C. Use translation Workbech to localize each Quick Text.
- D. Share the Folder with Quick text for each language.
Answer: C
NEW QUESTION # 51
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report chart is added to the Page Layout.
- C. The report is shared with a Chatter Group.
- D. The report has a standard Report Type.
- E. The report contains a chart.
Answer: A,B,E
NEW QUESTION # 52
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed.
- B. Restrict visibility of the views.
- C. Filter the views by case owner.
- D. Remove filter criteria from the views.
Answer: A,C
NEW QUESTION # 53
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