Salesforce ADX261 Exam Dumps - PDF Questions and Testing Engine
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NEW QUESTION 43
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Mass Transfer Records
- B. Data Loader
- C. Manual configuration
- D. Change Sets
Answer: D
NEW QUESTION 44
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. Web-to-Case
- B. Customer Community
- C. Embedded Chat Service
- D. Case Assignment Rules
Answer: C
NEW QUESTION 45
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. Use a data tool to update the owner field on closed cases.
- B. Create a Process Builder and Flow to change the owner on closed cases.
- C. Create a case assignment rule to ensure cases are owned by a user when closed.
- D. Create a case validation rule to ensure cases are owned by a user when closed.
Answer: A,C
NEW QUESTION 46
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Customize the My Teams Calls this week standard report.
- B. Build a Summary report on Products and Activities.
- C. Set up a reporting snapshot of the case, contact and activity objects.
- D. Create a Custom Report type with activities as the primary object.
Answer: A
NEW QUESTION 47
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Chatter Answers
- B. Contracts and SLASs
- C. Cases
- D. Contacts
Answer: A,D
NEW QUESTION 48
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Configure a Live Chat Validation Rule.
- C. Configure Lightning Guided Engagement.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION 49
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields in the database.
- B. Elements can be used to update fields in the database.
- C. Only one version of a flow can be activated at a time.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to pass data to legacy systems.
Answer: A,C,E
NEW QUESTION 50
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Path for Cases
- B. Interaction Log
- C. Lightning Flow for service
- D. Lightning Process Builder
Answer: B,C
NEW QUESTION 51
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. Mass Transfer Records, change sets, and Visual Studio Code
- D. Visual Workflow, data loader, and Force.com IDE
Answer: A
NEW QUESTION 52
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. Omni-Channel with Skills-Based Routing.
- B. Experience Cloud with self-support
- C. Live Agent and Live Message
- D. Knowledge One with Article Recommendations
Answer: A
NEW QUESTION 53
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. Deduplicate the data before importing into Salesforce,
- B. Install the Data Quality Analysis Dashboards from the AppExchange.
- C. Import the records and use Duplicate Management.
- D. Standardize all rows to match Salesforce data types.
- E. Import the records and create a workflow rule to change the data type.
Answer: A,C,D
NEW QUESTION 54
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 are assigned the Chat user profile
- C. Verify that users have access to the Chat buttons.
- D. Verify that users have access to the Chat public group.
Answer: A
NEW QUESTION 55
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Enable Chat in an Experience Cloud site.
- C. Create a self-service Help Center.
- D. Allow Comments on Knowledge articles.
Answer: C
NEW QUESTION 56
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a page layout for each record type ;assign layouts to servce agents
- B. Create a permission set for each record type ;assignpermisisons to service agents
- C. Crreate an article action for each record type;assign record types to service agents
- D. create a data category for each product assign data categories to service agents.
Answer: D
NEW QUESTION 57
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. Update the case assignment rule to add the community member to the predefined case team.
- B. Create a sharing rule to share the contact record with the community member.
- C. Set up a sharing set to grant access based on the community member's contact record.
- D. Change the org-wide default for cases and contacts internal access to private.
Answer: C
NEW QUESTION 58
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. Social Customer Service
- B. Contact Requests
- C. Open CT1
- D. Embedded Chat Window
Answer: D
NEW QUESTION 59
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create a workflow email alert to send the artilce to the customer
- B. create an auto response rule to send the article to teh customer
- C. create a lightning email template to sned artilce to customer
- D. Create a macro to send an email with the article to customer
Answer: C
NEW QUESTION 60
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