Free Salesforce ADX261 Practice Test & Real Exam Questions
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
Which set of factors should be considered when selecting the articles to migrate?
Correct Answer: C
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A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Which feature will help CK users archive and access the case information from an External Object?
Correct Answer: A
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Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
What is the recommended feature to meet the requirement?
Correct Answer: A
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What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
Correct Answer: A
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Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?
How should a consultant accomplish this?
Correct Answer: A
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Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?
Which solution meets these requirements?
Correct Answer: C
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Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?
Following best practices, which development and deployment path should a consultant recommend?
Correct Answer: C
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The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?
What should the consultant recommend?
Correct Answer: A
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Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?
Which approach should the consultant recommend to start. Al efforts at CK?
Correct Answer: B
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