Salesforce ADX261 Exam Practice Test Instant Access

Question 1

[Case Management]

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the

relevant information more quickly.

Which feature should the consultant recommend?

AEinstein Bots 27: B is correct answer

BEinstein Article Recommendations

CEinstein Reply Recommendations

Answer : B

Question 2

[Service Cloud Solution Design]

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

AConfigure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

BConfigure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

CConfigure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Answer : C

Question 3

[Case Management]

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

ACreate a dashboard using Reporting Snapshots.

BCreate a dashboard for each support manager.

CCreate a Dynamic Dashboard.

Answer : C

Question 4

[Contact Center Analytics]

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

ASnapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

BOmni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

CDetailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Answer : A

Question 5

[Implementation Strategies]

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

ADocument the gap in requirements and discuss the schedule and budget impact with the project team.

BSend a change order to the client to account for the additional budget requirements.

CIncorporate the additional requirements into the project scope and continue with the original project schedule.

Answer : A

Question 6

[Service Cloud Solution Design]

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with

multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case

manager's knowledge of the products related to the case.

What should a consultant recommend to modify the Case Assignment rules?

AImplement Einstein Article Recommendations.

BImplement Skills-Based Routing.

CImplement Queue-Based Routing

Answer : B

Question 7

[Knowledge Management]

Universal Containers is migrating from 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?

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

BUse the Lightning Knowledge Migration Tool and choose 'include files'.

CUpload the files as Documents, then relate them to the migrated articles.

Answer : A

Salesforce ADX261 Administer and Maintain Service Cloud Exam Practice Test