SALESFORCE ADX 261 SET B

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem?

• Create a case validation rule to ensure cases are owned by a user when closed

• Create a Process Builder and Flow to change the owner on closed cases

• Create a case assignment rule to ensure cases are owned by a user when closed

• Use a data tool to update the owner field on closed cases

The contact center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solution should a consultant recommend?

• Service Cloud Console

• Knowledge Base

• Automatic Call Distribution

• Experience Cloud Site

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request?

• Configure Service Contracts

• Set up Milestones

• Create an Entitlement Process

• Enable Work Orders

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 man agents are forgetting to perform this step. What should a consultant recommend to address this problem?

• Create a Case Macro

• Define Case Escalation Rules

• Activate a Validation Rule

• Configure Process Builder

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?

• Next Best Action

• Case Feed

• Omni-Channel Supervisor

• Push Notifications

 

A client's Support Call Center has seen an increase in call volume on a new product line. The agent are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

• Configute Omni-channel to assign cases directly to Tier 2

• Create a dashboard to track and manage call volumes by Type

• Create Knowledge Articles and publish internally and publicly

• Configure IVR routing to bypass Tier 1 for the product line

Service Console users work on dozens 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 Case open in tabs

• Define a custom List view

• Use a second Console session

• Add History to the Utility Bar

How should a consultant provide Suggested Article functionality to Lightning Service Console users?

• Add the Knowledge tab to the Console App

• Add the Knowledge Component to the Service Console

• Create email templates with Knowledge Articles attached

• Add the Suggested Articles widget to the Case layout

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

1. Agents need to collaborate with other teams

2. The product development team needs to be alerted on high-priority cases for specific products

Which solution will meet these requirements?

• Use escalation rules for notifications and case teams to monitor cases

• Use escalation rules for notifications and account teams to monitor cases

• Use Salesforce Flow for notifications and account teams to monitor cases

• Use Salesforce Flow for notifications and case teams to monitor cases

Universal Containers wants to import an external knowledge base to Lightning Knowledge using Knowledge Importer. How should this be implemented?

• Article Record Types must be created before import

• Each Article Record Type must be in a separate CSV

• Article Record Types will be created as part of the import

• Multiple Article Record Types can be imported in the same CSV