Salesforce ADX261 Exam Practice Test Instant Access

Question 1

[Service Cloud Solution Design]

The support management team at Universal Containers has noticed an increase in wait times

over the last several months when customers call in for support.

What should a consultant recommend to help decrease customer wait times?

ASet up analytical snapshots to capture key case Information and create historical trending reports.

BCreate reports to analyze data in order to understand peak times and ensure adequate.

CCreate case escalation rules to route high-priority cases directly to supervisors for resolution.

Answer : B

Question 2

[Case Management]

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.

Which feature will help CK users archive and access the case information from an External Object?

ASalesforce Big Object

BSalesforce connect

CSalesforce Case History Object

Answer : B

Question 3

[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 4

[Case Management]

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

ACase History related list

BActions & Recommendations component

CActivity analytics tab

Answer : B

Question 5

[Interaction Channels]

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).

Additional requirements are listed below:

* Support attachments up to 25 MB per inquiry

* Under 2,500 inquiries per day

Which configuration solution should a consultant recommend to meet these requirements?

AOn-Demand Email-to-Case

BHeroku Connect

CEmail-to-Case

Answer : A

Question 6

[Interaction Channels]

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.

What should the consultant recommend?

AUse Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.

BUse Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.

CUse Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

Answer : C

Question 7

[Interaction Channels]

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.

Which metric should a consultant recommend to track the efficiency of individual agents?

ATotal Emails Sent

BCall Abandonment

CAfter Conversation Work Time

Answer : C

Salesforce Administer and Maintain Service Cloud ADX261 Exam Practice Test