Salesforce ADX261 Exam Practice Test Instant Access

Question 1

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

AFlow with notifications

BReports and dashboards

CApproval process

Answer : C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

Question 2

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

AReview Service Setup Assistant for Web-to-Case.

BReview guidelines and limits for Web-to-Case.

CReview Einstein Conversation Mining for Web-to-Case.

Answer : B

Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.

Question 3

A manager would like information on which Knowledge articles are used most often by call center agents.

Which report should a consultant use to identify the Knowledge articles that are used most often?

AKnowledge articles with the most revisions

BKnowledge articles with the highest ratings

CNumber of Knowledge articles attached to Cases

Answer : C

To identify which Knowledge articles are used most often by call center agents, creating a report that tracks the number of Knowledge articles attached to cases is recommended. This provides insights into which articles are most frequently utilized in case resolutions, informing content optimization and training efforts.

Question 4

Service agents need to send emails with attachments to customers based on the case details.

Which Lightning Service Console feature should a consultant use to meet the requirement?

ALightning Knowledge

BQuick text template

CCustom case actions

Answer : C

To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.

Question 5

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are

always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

ASMS Long Code

BSMS Enhanced

CSMS Short Code

Answer : A

For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.

Question 6

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

ACreate queues with support agents and use assignment rules.

BPredefine case teams and use assignment rules.

CConfigure Web-to-Case and use assignment rules,

Answer : A

To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.

Question 7

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the

confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

AEntitlements

BCase Management

CService Contracts

Answer : A

To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.

Salesforce ADX261 Administer and Maintain Service Cloud Exam Practice Test