ADX-261 Actual Questions – Instant Download 103 Questions [Q61-Q77]

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ADX-261 Actual Questions – Instant Download 103 Questions

Download Free Latest Exam ADX-261 Certified Sample Questions

Q61. Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

Prioritize the requirements based on who submitted them.

Identify the requirements needed for initial GoLive.

Provide a timeline that addresses all the requirements.

Organize the requirements from largest to smallest.

Q62. A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
Which configuration option should be verified?

Verify that users have access to the Chat public group.

Verify that users are assigned the Chat user profile

Verify that users have access to the Chat buttons.

Verify that users are assigned the Chat feature license.

Q63. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

Path for Cases

Interaction Log

Lightning Row for Service

Lightning Process Builder

Q64. 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

Q65. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

Q66. How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.

Add the Knowledge tab to the Console app.

Create email templates with Knowledge Articles attached.

Add the Suggested Article widget to the Case page layout.

Q67. Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Customize service channel settings to define how the organization receives work from various

Create a Salesforce Case to have Omni-Channel enabled.

Create the necessary objects in Salesforce.

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Q68. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

Q69. What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

Q70. 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? Choose 2 answers

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.

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

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

Q71. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

Q72. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

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

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

Q73. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

Q74. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules

Einstein Next Best Action

Service Analytics Predictions

Einstein Reply Recommendations

Q75. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Q76. Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

Salesforce Console

Entitlements and Milestones

Case Escalation

Case Assignment

Q77. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

Create a Customer Experience Cloud site.

Implement Recommended Articles.

Configure Web-to-Case.

Deploy a Partner Central Community.

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