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Penetration testers simulate ADX261 exam PDF
NEW QUESTION 26
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
- A. Chat for Web and In-App
- B. Einstein Bo
- C. Digital Engagement Messaging
- D. Social Customer Service
Answer: D
NEW QUESTION 27
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Create multiple Console layouts
- D. Define criteria-based record page components
Answer: A
NEW QUESTION 28
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Data Import Wizard
- B. Mass Transfer Records
- C. Change Sets
- D. Data Loader
Answer: B,C
NEW QUESTION 29
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Chat Transcript and Case are transferred.
- B. The Customer does not know they were transferred.
- C. Both Service Reps can chat with the Customer.
- D. The Customer is shown the new Representative's Name
Answer: A,D
NEW QUESTION 30
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Email-to-Case
- B. On-Demand Email-to-Case
- C. Salesforce for Outlook
- D. Web-to-Case
Answer: A
NEW QUESTION 31
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Experience Cloud with Customer Account Portal template
- C. Service Cloud Voice with Tele-pay
- D. Field Service with Integrated Payments
Answer: C
NEW QUESTION 32
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Omni-Channel Utility Component
- B. Cases report sorted by Rep and Case CreatedDate
- C. Cases report sorted by Rep and Case Owner
- D. Omni-Channel Supervisor tab
Answer: D
NEW QUESTION 33
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Data Category to assign an article record type to a Reviewer.
Answer: B,D
NEW QUESTION 34
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 many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Define Case Escalation Rules
- B. Create a Case Macro
- C. Activate a Validation Rule
- D. Configure Process Builder
Answer: B
NEW QUESTION 35
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?
- A. Case Assignment
- B. Entitlements and Milestones
- C. Case Escalation
- D. Salesforce Console
Answer: B
NEW QUESTION 36
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Report Subscriptions by call center
- B. DynamicDahsbaord by Call Center
- C. Reporting Snapshots by call center
- D. Case report grouped by call center
Answer: C
NEW QUESTION 37
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Social Customer Service
- B. Chat
- C. Web-to-case
- D. Email-to-case
Answer: D
NEW QUESTION 38
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
- A. Set article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FaQ record type
- C. Add Authors to the FaQ Data Category.
- D. Grant Authors access to the FAQ article type.
Answer: B
NEW QUESTION 39
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Create a visualforce page called knowledge sidebar on the case page layout.
Answer: B
NEW QUESTION 40
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Omni-channel Queue-based routing
- B. Chat Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Skills-based routing
Answer: A
NEW QUESTION 41
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge Component to the Case record page.
- B. Add the Knowledge related list to the Case record page.
- C. Add Knowledge Data Categories to each Case.
- D. Add the Knowledge tab to the Service Console.
Answer: A
NEW QUESTION 42
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?
- A. Use escalation rules for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: B
NEW QUESTION 43
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. Salesforce Connect
- B. Custom Objects
- C. Middle-tier integration
- D. External Objects
Answer: A,D
NEW QUESTION 44
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
- B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
Answer: C
NEW QUESTION 45
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Tested Material Used To ADX261 Test Engine: https://www.lead1pass.com/Salesforce/ADX261-practice-exam-dumps.html
Steps Necessary To Pass The ADX261 Exam: https://drive.google.com/open?id=12Y8_kVNDiD4_2EJanFxwaYMEDBbd0WtH