Free Salesforce ADX261 Practice Test & Real Exam Questions
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
Correct Answer: A
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Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?
What should a consultant recommend to meet the requirement?
Correct Answer: B
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How should a consultant configure a report that shows the average number of days that Cases stay open?
Correct Answer: C
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Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Which feature should a consultant recommend to meet this requirement?
Correct Answer: A
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Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
Which approach should a consultant implement?
Correct Answer: C
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Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
Correct Answer: A
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Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
Which feature will provide the required level of access?
Correct Answer: B
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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Correct Answer: B
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Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
Which Lightning Service Console feature should a consultant use to meet the requirement?
Correct Answer: A
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