Get Instant Access to ADX261 Practice Exam Questions
Reliable Study Materials & Testing Engine for ADX261 Exam Success!
NEW QUESTION 76
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 77
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Social Conversation component
- B. Omni channel
- C. Custom lightning component
- D. Appexchange solution
Answer: A
NEW QUESTION 78
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Milestones
- B. Omni-Channel
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION 79
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Deliver the entire project simultaneously so as to present UC with a completed solution.
- B. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Answer: C
NEW QUESTION 80
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Create case escalation rules to route high priority cases directly to supervisors for resolution
- B. Set up a Salesforce Customer Community that will allow customers to create cases online
- C. Set up analytical snapshots to capture key case information and create historical trending reports
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
Answer: B,D
NEW QUESTION 81
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and account teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 82
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users are assigned the Chat feature license.
- B. Verify that users have access to the Chat public group.
- C. Verify that users have access to the Chat buttons.
- D. Verify that users are assigned the Chat user profile
Answer: A
NEW QUESTION 83
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge Component to the Service Console.
- B. Add the Knowledge tab to the Console app.
- C. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: A
NEW QUESTION 84
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Create an email template to send articles as PDF attachments.
- C. Enable article customization for open cases.
- D. Enable article submission during case close.
- E. Enable agents to create their own personal articles.
Answer: A,B,D
NEW QUESTION 85
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Answer: A,B,D
NEW QUESTION 86
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Configure the new app in developer org and use an unmanaged package to deploy to production.
Answer: D
NEW QUESTION 87
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Email-to-case
- C. Chat
- D. Social Customer Service
Answer: B
NEW QUESTION 88
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Web-to-Case
- C. Customer Community
- D. Emebedded Chat Service
Answer: D
NEW QUESTION 89
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge tab to the Service Console.
- B. Add Knowledge Data Categories to each Case.
- C. Add the Knowledge Component to the Case record page.
- D. Add the Knowledge related list to the Case record page.
Answer: C
NEW QUESTION 90
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: B
NEW QUESTION 91
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Lightning Process Builder
- C. Interaction Log
- D. Lightning Row for Service
Answer: C,D
NEW QUESTION 92
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. On-Demand Email-to-case
- B. Standard email to case
- C. Web to case forms
- D. Omni channel routing
Answer: A
NEW QUESTION 93
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with self-support
- B. Omni-Channel with Skills-Based Routing.
- C. Knowledge One with Article Recommendations
- D. Live Agent and Live Message
Answer: B
NEW QUESTION 94
Universal Containers wants to let 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. Case Assignment Rules
- C. Web-to-Case
- D. Customer Community
Answer: A
NEW QUESTION 95
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Import records and cretae a a worflow rule to change the data type
- B. Install data quality analysis dashboards from the appexchange
- C. Standardize all rows to match salesforce data types
- D. Import the records and use duplicate management
- E. Deduplicate the data before importing into SF
Answer: B,C,E
NEW QUESTION 96
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. The Approval Process will automatically Publish.
- B. Approve articles from the Knowledge approval page to Publish.
- C. Set the final approval action to "Lock the record for editing".
- D. Agents must click Publish after the Approval Process.
Answer: D
NEW QUESTION 97
......
Validate your Skills with Updated ADX261 Exam Questions & Answers and Test Engine: https://www.actualtorrent.com/ADX261-questions-answers.html
Tested & Approved ADX261 Study Materials Download: https://drive.google.com/open?id=1RbcwOufZaQPZUs9zigzfuw49FFWyp-ac