Salesforce ADX261 Exam Practice Test Instant Access

Question 1

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

AEnable Case Merge.

BSet up duplicate rules on Case.

CCreate an autolaunched Flow,

Answer : A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

Question 2

A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

AEnable the Lightning Console.

BConfigure the CTI Adapter.

CAdd the utility bar to the app.

Answer : B

During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.

Question 3

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

AOmni-Channel Routing

BMilestones & Entitlements processes

CCase Assignment rules

Answer : A

To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.

Question 4

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.

What should UC do to address this situation?

AMeasure and reward agents based on the number of new articles submitted for approval.

BMeasure and reward agents based on the number of new articles approved for publication.

CRequire agents to check a box on the case when submitting a new suggested article.

Answer : B

To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.

Question 5

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.

How should the consultant display the data quickly?

ACreate reports from Cases and display on a dashboard.

BMigrate the data to a data lake and request a dashboard.

CUse Einstein Analytics for Service Cloud,

Answer : C

For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.

Question 6

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

ACustom Report Types with Reports and Dashboards

BKnowledge Base Reports and Dashboard Package Installation

CKnowledge Dashboard Pack for CRM Analytics Installation

Answer : B

For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and performance, enabling UC's analytics team to gain insights into Knowledge program effectiveness.

Question 7

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

AWeb-to-Case

BOn-Demand Email-to-Case

CEmail-to-Case

Answer : A

For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

Salesforce ADX261 Administer and Maintain Service Cloud Exam Practice Test