Latest Success Metrics For Actual ADX261 Exam 2024 Realistic Dumps
Updated ADX261 Dumps Questions For Salesforce Exam
NEW QUESTION # 62
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- B. Deliver the entire project simultaneously so as to present UC with a completed solution.
- C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- D. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
Answer: C
NEW QUESTION # 63
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. Email-to-case
- B. Web-to-case
- C. Chat
- D. Social Customer Service
Answer: A
NEW QUESTION # 64
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 is shared with a Chatter Group.
- C. The report contains a chart.
- D. The report chart is added to the Page Layout.
- E. The report has a standard Report Type.
Answer: A,C,D
NEW QUESTION # 65
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. Set Article Or Wide to Public Read Write
- D. Grant Authors acess to FAQ artcle type
Answer: A
NEW QUESTION # 66
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Categories no longer control access to articles.
- B. Data Category Visibility of AM Categories provides Public Read Only access.
- C. Data Category Visibility of All Categories provides Public Read/Write access.
- D. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
Answer: C
NEW QUESTION # 67
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add knowledge data categories to each case
- B. Add knowledge component to case record page
- C. Add the knowledge related list to the case record page
- D. Add the knowledge tab to the service console
Answer: B
NEW QUESTION # 68
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able
to find knowledge articles based on the product type.How should consultant
satisfy this requirement
- A. Enable suggested artciels in the community
- B. Define article types with sharing settings
- C. Utilize topic tags for each product type
- D. Set the visibility to the data categories
Answer: C
NEW QUESTION # 69
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 dashboard viewer
- B. The user creating the dashboard
- C. Let the dashboard viewers choose
- D. The VP of service
Answer: A
NEW QUESTION # 70
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?
- A. Video Support
- B. Omn-Channel Routing
- C. Incident Management
- D. Appointment Assitant
Answer: B
NEW QUESTION # 71
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. Enable Omni-Channel Routing.
- C. Define Entitlement and Milestones.
- D. Use Process Builder with Scheduled Actions
Answer: C
NEW QUESTION # 72
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. Agents must click Publish after the Approval Process.
- D. Set the final approval action to "Lock the record for editing".
Answer: C
NEW QUESTION # 73
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. Do Service Agents need to determine whether a customer is eligible for support?
- B. Will customers access selft service resources through Experince Cloud?
- C. It support provoded on a periodic basis and renewed annually?
- D. Do multiple versions of the entitlements need to be created and maintained?
Answer: A
NEW QUESTION # 74
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. After the migration, an integration process that manages the articles' lifecyde by archiving and
- B. The Amde Type field is no longer accessible via SOQi or the API.
- C. Only Published articles are available in the API.
- D. Users must have Modify AM permission to delete archived articles.
- E. URL formats for articles drffer between Classic and Lightning Knowledge.
Answer: C,E
NEW QUESTION # 75
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
- A. Service requests art assigned by the support reps to trie technician
- B. Service requests are scheduled using Salesforce Field Service.
- C. Service requests are assigned to a quruc where the technician can accept it.
- D. Service requests are asstgred to the technician using Omnt-Channel.
Answer: D
NEW QUESTION # 76
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 Component to the Case record page.
- B. Add the Knowledge tab to the Service Console.
- C. Add Knowledge Data Categories to each Case.
- D. Add the Knowledge related list to the Case record page.
Answer: A
NEW QUESTION # 77
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure Omni-channel to assign cases directly to Tier 2.
- B. Configure IVR routing to bypass Tier 1 for the product line.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Create a dashboard to track and manage call volumes by type.
Answer: C
NEW QUESTION # 78
Support cent©' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process **
Choose 2 answers
- A. Outbound Sales Dialer
- B. History Utility
- C. Quick Action
- D. Macros
Answer: A,B
NEW QUESTION # 79
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