Grab latest Salesforce ADX261 Dumps as PDF Updated on 2024
Newly Released ADX261 Dumps for Certified Service Cloud Consultant Certified
To be eligible for the exam, you should have at least six months of experience as a Salesforce administrator and have completed the Salesforce Certified Administrator certification. You should also have practical experience in implementing and managing Service Cloud features, such as entitlements, service contracts, and service level agreements.
NEW QUESTION # 47
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?
- A. Approval Process
- B. Lookup Filter
- C. Cross-Object Formula
- D. Auto-Add Milestones
Answer: B
NEW QUESTION # 48
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. Use Process Builder with Scheduled Actions
- B. Configure Case Escalation Rules.
- C. Define Entitlement and Milestones.
- D. Enable Omni-Channel Routing.
Answer: C
Explanation:
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified Reference: [Entitlement Management]
NEW QUESTION # 49
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- B. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- C. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- D. Configure an Overflow Assignee with a user or queue outside the routing configuration.
Answer: D
Explanation:
This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified Reference: : Overflow Assignee
NEW QUESTION # 50
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?
- A. Knowledge Base Reports and Dashboard Package Installation
- B. Custom Report Types with Reports and Dashboards
- C. Knowledge Dashboard Pack for CRM Analytics Installation
Answer: A
Explanation:
For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and performance, enabling UC's analytics team to gain insights into Knowledge program effectiveness.
NEW QUESTION # 51
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?
- A. Approval Process
- B. Lookup Filter
- C. Cross-Object Formula
- D. Auto-Add Milestones
Answer: B
NEW QUESTION # 52
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Web-to-Case
- D. Salesforce for Outlook
Answer: B
NEW QUESTION # 53
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?
- A. Configure Case Escalation Rules.
- B. Establish Case Assignment Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: A
NEW QUESTION # 54
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced issue resolution time
- D. Reduced first contact resolution
Answer: C,D
NEW QUESTION # 55
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Comment Search Component
- B. Global Search
- C. Comments List View
- D. Search Utility Component
Answer: B
Explanation:
Global Search is the search mechanism that should be used to find case comments from within the Lightning Service Console. Global Search is a feature that allows you to search for records or information across multiple objects and fields in Salesforce. Global Search can be used to find case comments by entering keywords or phrases in the search box at the top of the Service Console. Global Search can also be used to filter the search results by object, owner, date, or other criteria. Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Search for Information in Salesforce
NEW QUESTION # 56
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?
- A. Create a macro to send an email with the article to customer
- B. create a workflow email alert to send the artilce to the customer
- C. create an auto response rule to send the article to teh customer
- D. create a lightning email template to sned artilce to customer
Answer: A
Explanation:
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5
NEW QUESTION # 57
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. Ask the customer to send the PDF via email.
- C. Use File Preview in the chat.
Answer: C
Explanation:
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review.
NEW QUESTION # 58
How should a consultant configure a report that shows the average number of days that Cases stay open?
- A. Use the standard Case age field on the resort.
- B. Create a report snapshot of the number of open Cases each day.
- C. Create a formula field on Case to calculate the average age.
Answer: C
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
NEW QUESTION # 59
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
- A. Emphasize continuous monitoring of chat.
- B. Work on integrating with social media platforms.
- C. Focus on scalability for handling high inquiry volume.
Answer: C
Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
NEW QUESTION # 60
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Configure Path for Cases.
- C. Use Einstein Next Best Action.
- D. Implement record types and pege layouts.
Answer: C
Explanation:
Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.next_best_action_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.next_best_action_setup.htm&type=5
NEW QUESTION # 61
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
- A. Reduced issue resolution time
- B. Reduced administrative overhead
- C. Reduced need for self-service
Answer: A
Explanation:
Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.
NEW QUESTION # 62
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Only one version of a flow can be activated at a time.
- C. Apex code must be used to update fields in the database.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to update fields in the database.
Answer: A,B,C
NEW QUESTION # 63
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
- A. in a Private sharing model, only queue members can take ownership or cases in the Queue.
- B. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
- C. In a Public Read Only sharing model, al users can view cases in a Queue.
- D. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
Answer: A,D
NEW QUESTION # 64
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge Component to the Service Console.
- B. Add the Knowledge tab to the Console app.
- C. Create email templates with Knowledge Articles attached.
- D. Add the Suggested Article widget to the Case page layout.
Answer: A
Explanation:
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component provides suggested article functionality to Lightning Service Console users by automatically recommending articles that match the case subject, description, or data categories. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component
NEW QUESTION # 65
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