Salesforce ADX261 Administer and Maintain Service Cloud Exam Practice Test

[Knowledge Management]

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.

What is the recommended feature to meet the requirements?

[Case Management]

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

[Industry Knowledge]

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

[Industry Knowledge]

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.

What should the consultant recommend?

[Interaction Channels]

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?

[Case Management]

A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a

long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.

What should the consultant recommend that the service manager do first?

[Contact Center Analytics]

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?