ADX261 Braindumps Real Exam Updated on May 15, 2024 with 179 Questions
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NEW QUESTION # 79
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with payment processing
- B. Einstein Bots with check processing
- C. Service Cloud Voice with Tele-pay
Answer: A
Explanation:
For a B2C company looking to decrease service costs and modernize how customers pay invoices and update contact information, implementing Experience Cloud with payment processing capabilities is recommended. This solution provides a secure, online platform where customers can manage their accounts, make payments, and update personal information, eliminating the need for paper-based processes. This digital transformation streamlines operations, improves customer convenience, and reduces service costs associated with manual, paper-based tasks.
NEW QUESTION # 80
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?
- A. Create separate data category groups for each division and assign the category to a division profile.
- B. Create a sharing rule for each division to provide access using the role hierarchy.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION # 81
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs)
Which two features need to be configured as part of the implementation?
Choose 2 answers
- A. Assignment Rule
- B. Workflow Actions
- C. Milestones
- D. Escalation Rule
Answer: B,C
NEW QUESTION # 82
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Messaging
- B. Chat
- C. Social Customer Service
- D. Service Console
Answer: A,D
Explanation:
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools. Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.Verified Reference: : Service Console Overview : : Messaging Overview
NEW QUESTION # 83
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
- A. Apex Trigger
- B. Quick Action
- C. Scheduled flow
- D. Dynamic Form
Answer: B
Explanation:
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified Reference: 2: Create a Swarm in Slack
NEW QUESTION # 84
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Create an email template to send articles as PDF attachments.
- B. Enable article customization for open cases.
- C. Enable article submission during case close.
- D. Enable agents to create their own personal articles.
- E. Enable suggested articles on new cases.
Answer: A,C,E
Explanation:
Enabling suggested articles on new cases, enabling article submission during case close, and creating an email template to send articles as PDF attachments are recommendations that a consultant should make to assist agents with the resolution of cases using Knowledge. Suggested articles are a feature that automatically recommends relevant articles to agents based on the case information. Agents can view the suggested articles in the case feed or the knowledge sidebar, and attach them to the case or email them to the customer. Article submission during case close is a feature that allows agents to create new articles or update existing articles from the case resolution page. Agents can use this feature to capture and share their knowledge after resolving a case. An email template is a type of template that can be used to create and send emails from Salesforce. An email template can include merge fields, images, links, and other formatting options. An email template can also include a knowledge article as an attachment or a link. Agents can use this feature to send an email with the article to the customer from the case record page or the Service Console. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Suggested Articles Overview, Submit Articles During Case Close, Create Lightning Email Templates
NEW QUESTION # 85
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Case Skills-based Assignment Rules
- B. Omni-channel Skills-based routing
- C. Omni-channel Queue-based routing
- D. Chat Queue-based routing
Answer: C
NEW QUESTION # 86
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Knowledge base
- B. Automatic call distribution
- C. Service cloud console
- D. Customer community
Answer: A,D
NEW QUESTION # 87
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Custom lightning component
- B. Omni channel
- C. Social Conversation component
- D. Appexchange solution
Answer: C
NEW QUESTION # 88
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Chat Transcript and Case are transferred.
- B. The Customer is shown the new Representative's Name
- C. The Customer does not know they were transferred.
- D. Both Service Reps can chat with the Customer.
Answer: A,B
NEW QUESTION # 89
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
- A. Create an auto-response rule that links to Knowledge articles.
- B. Set up the Case Deflection component to share Knowledge articles.
- C. Create a Macro to send an email with Knowledge articles.
Answer: C
Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.
NEW QUESTION # 90
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?
- A. Omni-Channel with prioritized queues
- B. Standard Email-to-Case with assignment rules
- C. Lightning Email with web routing prioritization
- D. Standard Web-to-Case with assignment rules
Answer: B
NEW QUESTION # 91
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
- A. Reports and Dashboards
- B. Service Contracts
- C. Entitlements and Milestones
Answer: C
Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.
NEW QUESTION # 92
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
- A. Upcoming Milestones for the Case's Entitlement
- B. Internal Chatter posts about the Case
- C. Knowledge articles suggested by Einstein
Answer: C
Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.
NEW QUESTION # 93
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?
- A. Keyboard shortcuts
- B. Quick text
- C. Custom macros
Answer: A
Explanation:
Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.
NEW QUESTION # 94
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. The chat transcripts and case are transferred
- C. Both Service Reps can chat with the customer
- D. The Customer doesn't know they were transferred
Answer: A,B
Explanation:
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details. This helps the new rep understand the customer's issue and provide a seamless service experience. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
NEW QUESTION # 95
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?
- A. Define Entitlement and Milestones.
- B. Use Process Builder with Scheduled Actions
- C. Configure Case Escalation Rules.
- D. Enable Omni-Channel Routing.
Answer: A
NEW QUESTION # 96
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices
What feature should a consultant recommend to meet this requirement?
- A. Experience Cloud site
- B. Web-to-CaM
- C. Embedded Chat Service
- D. Case Assignment Rules
Answer: C
NEW QUESTION # 97
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Create a sharing rule to share the contact record with the site member.
- B. Change the org-wide default for cases and contacts internal access to private.
- C. Update the case assignment rule to add the site member to the predefined case team.
- D. Set up a sharing set to grant access based on the site member's contact record.
Answer: D
NEW QUESTION # 98
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Validate, Execute, Test
- B. Plan, Prepare, Test, Execute, Validate
- C. Prepare, Plan, Test, Execute, Validate
- D. Plan, Prepare, Validate, Execute, Test
Answer: C
Explanation:
The steps are as follows:
Prepare: Identify the data sources, formats, volumes, and quality. Define the data mapping and transformation rules. Cleanse and deduplicate the data.
Plan: Define the migration strategy, scope, timeline, resources, and tools. Establish the security and backup procedures. Document the migration plan and get approval from stakeholders.
Test: Perform a trial run of the migration using a subset of data in a sandbox environment. Verify the data quality, integrity, and performance. Identify and resolve any issues or errors.
Execute: Perform the actual migration using the full data set in the production environment. Follow the migration plan and monitor the progress. Log any issues or errors and resolve them as soon as possible.
Validate: Review the migrated data and compare it with the source data. Check for any discrepancies, duplicates, or missing values. Confirm that the data meets the business requirements and expectations. Verified Reference: [Data Migration Strategy in Salesforce]
NEW QUESTION # 99
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up insert Article into Social post and enable the customer community portal.
- B. Create a Visualforce page on the customer community portal.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: C
Explanation:
Setting up communication channel layouts in the object manager to use Insert Article into Social post is a solution that can enable article insertion into social interactions in Lightning Knowledge. Communication channel layouts allow administrators to customize how articles appear in different channels, such as email, chat, or social media. Insert Article into Social post is an action that allows agents to insert articles into social posts using Social Customer Service. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_communication_channel_layouts.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_insert_article_content_email.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
NEW QUESTION # 100
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