ADX261 PDF Dumps Apr 07, 2023 Exam Questions – Valid ADX261 Dumps
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Salesforce ADX261 Exam Syllabus Topics:
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NEW QUESTION 22
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: A
NEW QUESTION 23
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 Row for Service
- C. Lightning Process Builder
- D. Interaction Log
Answer: B,D
NEW QUESTION 24
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Mass Transfer Records
- B. Data Import Wizard
- C. Data Loader
- D. Change Sets
Answer: A,D
NEW QUESTION 25
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a Process Builder and Flow to change the owner on closed cases.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Use a data tool to update the owner field on closed cases.
- D. Create a case assignment rule to ensure cases are owned by a user when closed.
Answer: C,D
NEW QUESTION 26
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Configure Case Escalation Rules.
- B. Define Entitlement and Milestones.
- C. Use Process Builder with Scheduled Actions
- D. Enable Omni-Channel Routing.
Answer: B
NEW QUESTION 27
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure a Live Chat Validation Rule.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: A
NEW QUESTION 28
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Contact Requests
- C. Embedded Chat Window
- D. Social Customer Service
Answer: C
NEW QUESTION 29
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Service Console case creation configuration
- B. Call Center Definition File creation
- C. CTI Adapter configuration
- D. Lightning Console enablement
Answer: B,C
NEW QUESTION 30
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
- B. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
- D. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
Answer: A
NEW QUESTION 31
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Organize the requirements from largest to smallest.
- B. Identify the requirements needed for initial GoLive.
- C. Provide a timeline that addresses all the requirements.
- D. Prioritize the requirements based on who submitted them.
Answer: B
NEW QUESTION 32
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 Process Builder for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Answer: C
NEW QUESTION 33
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The user creating the dashboard
- B. The VP of service
- C. The dashboard viewer
- D. Let the dashboard viewers choose
Answer: C
NEW QUESTION 34
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. Path for Cases
- B. Lighining Row Component
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION 35
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Service Cloud Portal
- B. Partner Community Login
- C. Customer Community Login
- D. High Volume Customer Portal
Answer: A
NEW QUESTION 36
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Visual Studio Code and change sets
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Mass Transfer Records, change sets, and Visual Studio Code
Answer: A
NEW QUESTION 37
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. Set up a Salesforce Customer Community that will allow customers to create cases online.
- B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- D. Set up analytical snapshots to capture key case information and create historical trending reports.
Answer: A,B
NEW QUESTION 38
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Record Types
- B. Omni-Channel
- C. Article Types
- D. Support Processes
- E. Page Layouts
Answer: A,B,D
NEW QUESTION 39
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Media Marketing message tagging.
- B. Social Customer Service for Twitter and Facebook.
- C. Einstein Bot social queues.
- D. Social Persona for Twitter and Facebook.
Answer: B
NEW QUESTION 40
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 related list to the Case record page.
- B. Add Knowledge Data Categories to each Case.
- C. Add the Knowledge Component to the Case record page.
- D. Add the Knowledge tab to the Service Console.
Answer: C
NEW QUESTION 41
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 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 Lifecyle report type
Answer: D
NEW QUESTION 42
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contracts, contract line Items, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: A
NEW QUESTION 43
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