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Salesforce ADX261 Exam Syllabus Topics:
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NEW QUESTION 72
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. Establish Case Assignment Rules.
- B. Define Case Auto-Response Rules.
- C. Configure Case Escalation Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: C
NEW QUESTION 73
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. Ask sales reps to respond to support Cases
- B. Limit Customers to 5 Cases per day.
- C. Add more support phone lines.
- D. Provide a self-help Customer Community.
Answer: D
NEW QUESTION 74
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product article types
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION 75
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. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Create a central "Contact Us" page which provides access to all available channels.
Answer: A,B,E
NEW QUESTION 76
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is shared with a Chatter Group.
- B. The report is a Summary or Matrix report.
- C. The report chart is added to the Page Layout.
- D. The report contains a chart.
- E. The report has a standard Report Type.
Answer: B,C,D
NEW QUESTION 77
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 78
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. Web-to-Case
- C. Customer Community
- D. Case Assignment Rules
Answer: A
NEW QUESTION 79
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use an auto-launched flow to capture details.
- B. Use a global quick action to capture details.
- C. Use Open CTI with Pop to flow to capture details.
- D. Use a new customer Path on Contact to capture details.
Answer: A
NEW QUESTION 80
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 a utility bar of the Lightning App
- B. On the Calendar right hand panel
- C. On a record Activity Feed list
- D. On a record Highlights Panel
Answer: C
NEW QUESTION 81
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. Service Cloud Voice with Tele-pay
- D. Field Service with Integrated Payments
Answer: C
NEW QUESTION 82
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. Case report grouped by call center
- B. Reporting Snapshots by call center
- C. Report Subscriptions by call center
- D. DynamicDahsbaord by Call Center
Answer: B
NEW QUESTION 83
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. Set the final approval action to "Lock the record for editing".
- B. Agents must click Publish after the Approval Process.
- C. Approve articles from the Knowledge approval page to Publish.
- D. The Approval Process will automatically Publish.
Answer: B
NEW QUESTION 84
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Omni-Channel Supervisor tab
- B. Cases report sorted by Rep and Case Owner
- C. Omni-Channel Utility Component
- D. Cases report sorted by Rep and Case CreatedDate
Answer: A
NEW QUESTION 85
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 Age report type.
- B. Create a report using the Case Lifecycle report type.
- C. Create a report using the Case Snapshot report type.
- D. Create a report using the Case Historical Trending report type.
Answer: C
NEW QUESTION 86
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. Case resolution time
- B. All Cases by Customer
- C. All open cases by Channel
- D. All open Cases by Priority
- E. All Cases closed Month-to-date
Answer: A,C,D
NEW QUESTION 87
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 Loader
- C. Data Import Wizard
- D. Change Sets
Answer: A,D
NEW QUESTION 88
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create an auto-response rule to send the article to the customer.
- B. Create a Lightning email template to send the article to the customer.
- C. Create a workflow email alert to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: B
NEW QUESTION 89
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. Optimized use of resources
- C. Increased call deflection
- D. Increased call routing accuracy
- E. Reduced support channels
Answer: A,B,E
NEW QUESTION 90
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. Social Customer Service
- D. Embedded Chat Window
Answer: D
NEW QUESTION 91
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. customer satisfaction Survey
- B. Service Level Agreement
- C. Customer Support Requests
- D. Net promoter Score
- E. Customer Purchase History
Answer: A,D,E
NEW QUESTION 92
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