ADX-261 Practice Online

Question 1

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 2

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A : Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

B : Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C : Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

D : Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

Answer: B

Question 3

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?

A : An email to case inquiry

B : On-demand email to case

C : While holding for a support agent

D : Web-to-case question

Answer: A

Question 4

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

A : Add the Knowledge related list to the case page layout.

B : Add the Knowledge object to global search objects.

C : Add the Knowledge component on the case Lightning record page.

Answer: C

Question 5

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?

A : Download the PDFs from the chat.

B : Use File Preview in the chat.

C : Ask the customer to send the PDF via email.

Answer: B

Name:	Administer and Maintain Service Cloud (WI24)
Exam Code:	ADX-261
Certification:	Salesforce Certified Administrator
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 22, 2024

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ADX-261 Practice Online