[Feb-2024] Pass ADX261 Exam in First Attempt Updated ADX261 Exam Questions [Q79-Q102] : Exam for engine : http://blog.test4engine.com

Q79. Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for
their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

Q80. The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

Q81. 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?

Change Sets

Mass Transfer Records

Data Import Wizard

Data Loader

Q82. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

Q83. 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

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

Q84. 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?

Let the dashboard viewers choose

The user creating the dashboard

The VP of service

The dashboard viewer

Q85. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

Set up analytical snapshots to capture key case information and create historical trending reports

Set up a Salesforce Customer Community that will allow customers to create cases online

Create reports to analyze call data in order to understand peak times and ensure adequate staffing

Create case escalation rules to route high priority cases directly to supervisors for resolution

Q86. Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

Salesforce Connect

Custom Objects

Middle-tier integration

External Objects

Q87. Cloud Kicks (CK) provides varying levels of support based on the customer’s Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

No Resource

Sequential

Independent

Auto-Add

Q88. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Cases tab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

Q89. 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?

Grant Authors acess to FAQ artcle type

Set Article Or Wide to Public Read Write

Add Authors to the FAQ data category

Grant authors access to the FAQ records type

Q90. 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?

Data Category Visibility of All Categories provides Public Read/Write access.

Data Categories no longer control access to articles.

Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

Data Category Visibility of AM Categories provides Public Read Only access.

Q91. 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?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

Q92. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

Q93. 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?

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to “Lock the record for editing”.

Q94. 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?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

Q95. 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?

Configure Case Escalation Rules.

Define Entitlement and Milestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

Q96. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue
improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

Most Revised Articles

Most Linked Articles

Top Articles sorted descending

Search Activity Gaps

Q97. 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

Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.

Create a central “Contact Us” page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Q98. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

Q99. Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

Global Shared Macro

Omni-Channel Utility widget

Actions & Recommendations component

Personalised navigation menu

Q100. Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

Configuration a Validation Rule to block on-click calling.

Set the Contact Do not Call field value to true.

Configure Dialer to use Voicemail Crop by default.

Use Dynamic Forms to conditionally hide the one-click field.

Q101. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

Most Revised Articles

Most Linked Articles