Salesforce Administer and Maintain Service Cloud - ADX261 Exam Practice Test
Cloud Kicks (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 admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
Which consideration should the admin be aware of when making this change?
Correct Answer: B
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The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
What should the consultant recommend?
Correct Answer: B
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Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
Which approach should a consultant implement?
Correct Answer: B
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A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.
Which feature will help CK users archive and access the case information from an External Object?
Which feature will help CK users archive and access the case information from an External Object?
Correct Answer: C
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The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Which solution allows product managers to quickly see and review the cases that are created for their products?
Correct Answer: B
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The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).
Which approach should the consultant recommend to streamline this process with minimal effort?
Which approach should the consultant recommend to streamline this process with minimal effort?
Correct Answer: C
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Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
How should the consultant recommend the report be created?
Correct Answer: C
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The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
Which reporting solution should the consultant recommend?
Correct Answer: A
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Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
Correct Answer: A
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Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Correct Answer: B
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Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
Which configuration should a consultant use when deploying the console?
Correct Answer: C
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