2023 100% Free ADX261 Daily Practice Exam With 150 Questions
ADX261 exam torrent Salesforce study guide
NEW QUESTION 14
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 a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- C. Set up analytical snapshots to capture key case information and create historical trending reports.
- D. Set up a Salesforce Customer Community that will allow customers to create cases online.
Answer: B,D
NEW QUESTION 15
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. Reporting Snapshots by call center
- B. DynamicDahsbaord by Call Center
- C. Case report grouped by call center
- D. Report Subscriptions by call center
Answer: A
NEW QUESTION 16
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. Contact Salesforce to send a report on article efficacy.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Send out a monthly survey to customers requesting feedback.
Answer: C
NEW QUESTION 17
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Add more support phone lines.
- C. Limit Customers to 5 Cases per day.
- D. Ask sales reps to respond to support Cases
Answer: A
NEW QUESTION 18
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar setting in the case support settings.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- D. Create a visualforce page called knowledge sidebar on the case page layout.
Answer: A
NEW QUESTION 19
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Comment search component
- B. Global search
- C. Search utility component
- D. Comments list view
Answer: B
NEW QUESTION 20
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Standardize all rows to match Salesforce data types.
- B. Import the records and create a workflow rule to change the data type.
- C. Install the Data Quality Analysis Dashboards from the AppExchange.
- D. Import the records and use Duplicate Management.
- E. Deduplicate the data before importing into Salesforce,
Answer: A,D,E
NEW QUESTION 21
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Define Case Auto-Response Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Establish Case Assignment Rules.
Answer: B
NEW QUESTION 22
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. Deduplicate the data before importing into SF
- B. Standardize all rows to match salesforce data types
- C. Import records and cretae a a worflow rule to change the data type
- D. Import the records and use duplicate management
- E. Install data quality analysis dashboards from the appexchange
Answer: A,B,E
NEW QUESTION 23
Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Set up a sharing set to grant access based on the community member's contact record.
- B. Create a sharing rule to share the contact record with the community member.
- C. Change the org-wide default for cases and contacts internal access to private.
- D. Update the case assignment rule to add the community member to the predefined case team.
Answer: A
NEW QUESTION 24
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Case Object permissions set to create and read
- B. Dashboad folder sharing
- C. Dynamic dashboards
- D. Org wide default for cases set to private
Answer: C,D
NEW QUESTION 25
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Create a softphone layout and assign to user profiles.
- D. Enable Live Agent in their community to chat with an agent.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,C,E
NEW QUESTION 26
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. Chatter Answers
- B. Data Category Visibility
- C. Data Category Groups
- D. Article Translation
Answer: B
NEW QUESTION 27
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. Knowledge base
- B. Automatic call distribution
- C. Customer community
- D. Service cloud console
Answer: A,C
NEW QUESTION 28
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Workforce Engagement Self Scheduling
- B. Visual Remote Assistant
- C. Field Service Scheduler
- D. Omni-Channel Routing
Answer: C
NEW QUESTION 29
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. Case resolution time
- C. All Cases closed Month-to-date
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: B,D,E
NEW QUESTION 30
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using Communities by month.
- B. Average call handle time by team.
- C. Number of Knowledge articles created each month.
- D. Number of cases closed by self-service users.
Answer: A,D
NEW QUESTION 31
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as Most Available.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as Least Active.
Answer: B
NEW QUESTION 32
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Configure Lightning Guided Engagement.
- C. Customize the Lightning Console chat page.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION 33
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. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- B. Post the Files to the Chatter Feed on each Article.
- 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 34
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. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. 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.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: B
NEW QUESTION 35
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Implement Lightning Guided Engagement
- C. Enable Omni-Channel Case assignment
- D. Configure a Visual Flow Troubleshooting Action
Answer: B
NEW QUESTION 36
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A. Define case auto-response rules.
- B. Configure case escalation rules.
- C. Use Flow Builder to create a flow with scheduled path.
- D. Estabalish case assignment rules.
Answer: B
NEW QUESTION 37
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