Question 1

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

Options :

A : Number of cases closed by self-service users

B :

Average call handle time by team.

C : Number of Knowledge articles created each month.

D : Number of cases created using Communities by month.

Answer: A,D

Question 2

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

Options :

A : Add the knowledge related list to the case record page

B : Add the knowledge tab to the service console

C : Add knowledge component to case record page

D : Add knowledge data categories to each case

Answer: C

Question 3

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

Options :

A : Experience Cloud Create Case Form

B : Web-to-Case

C : Contact Request Flow

D : On-Demand Email-to-Case

Answer: D

Question 4

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

Options :

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 5

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options :

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to all users of the organization in advance.

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: A,B,C

Higher Test Marks with Free Online ADX-261 Exam Practice

Buying Options: