[Apr-2023] Latest Salesforce ADX261 exam dumps and online Test Engine [Q49-Q65]

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[Apr-2023] Latest Salesforce ADX261 exam dumps and online Test Engine

Salesforce ADX261: Selling Certified Service Cloud Consultant Products and Solutions

NEW QUESTION 49
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app in developer org and use an unmanaged package to deploy to production.

NEW QUESTION 50
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

Define case escalation rules

Configure flow Builder /Process Builder

Activate a validation rule

Create a Case Macro

NEW QUESTION 51
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?

Contact Requests

Social Customer Service

Embedded Chat Window

Open CT1

NEW QUESTION 52
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

NEW QUESTION 53
Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

NEW QUESTION 54
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

NEW QUESTION 55
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

NEW QUESTION 56
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

Keep all open in tabs.

Use a second Console session.

Define a custom List View.

Add History to the Utility bar.

NEW QUESTION 57
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.

NEW QUESTION 58
Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

NEW QUESTION 59
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

NEW QUESTION 60
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

Lookup Filter

Auto-Add Milestones

Cross-Object Formula

Approval Process

NEW QUESTION 61
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

Email-to-Case

Salesforce for Outlook

Web-to-Case

On-Demand Email-to-Case

NEW QUESTION 62
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?

Create a sharing rule to share the contact record with the community member.

Change the org-wide default for cases and contacts internal access to private.

Set up a sharing set to grant access based on the community member’s contact record.

Update the case assignment rule to add the community member to the predefined case team.

NEW QUESTION 63
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

NEW QUESTION 64
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

Web-to-Case

Outlook Integration

Email-to-Case

On-Demand Email-to-Case

NEW QUESTION 65
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Customize the look and layout of the community Create processes to streamline a support team’s workflow and case management
Topic 2	Customize page layouts and record types to support knowledge article management Create a permission set for effective administration of communities
Topic 3	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 4	Enable and utilize Chat (formerly Live Agent Customize the Lightning Console pages
Topic 5	Customize access to, permissions for, and visibility of knowledge tools and processes Enable communities in your Salesforce org
Topic 6	Define picklist values for each new record type Salesforce Self-Service Communities Create your own Service Console app
Topic 7	Manage and close cases more efficiently using knowledge articles Create and manage articles to ensure quality of information