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[Hardware] Salesforce ADX261 Braindump Free, ADX261 Preparation

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【Hardware】 Salesforce ADX261 Braindump Free, ADX261 Preparation

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q37-Q42):NEW QUESTION # 37
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
  • A. Create a permission set for each record type ;assignpermisisons to service agents
  • B. Crreate an article action for each record type;assign record types to service agents
  • C. create a data category for each product assign data categories to service agents.
  • D. Create a page layout for each record type ;assign layouts to servce agents
Answer: C
Explanation:
Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified Reference: : https://help.salesforce.com/s/ar ... view.htm&type=5 : https://help.salesforce.com/s/ar ... sign.htm&type=5

NEW QUESTION # 38
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
  • A. Capacity Model
  • B. Skills-Based Routing
  • C. Secondary Routing Priority
Answer: C
Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.

NEW QUESTION # 39
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
  • A. Email-to-Case
  • B. Slack Connect
  • C. Web-to-Case
Answer: C
Explanation:
To enable customers to add digital files to case records, Web-to-Case is a suitable functionality. This feature allows customers to submit cases through a form on the company's website and attach files relevant to their cases. Salesforce then automatically creates a case record with the attached files, streamlining the process for both customers and service agents and ensuring that all pertinent information is readily available for case resolution.

NEW QUESTION # 40
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?
  • A. Add the Account object to Recent Items utility.
  • B. Include the History utility in the console app.
  • C. Mention the case number in a Chatter group.
Answer: C
Explanation:
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.

NEW QUESTION # 41
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
  • A. Use Salesforce Connect and External Objects to represent this information in Salesforce.
  • B. Create a batch integration process that runs hourly to pull all order updates into Salesforce.
  • C. Create a dynamic action that launches the ERP system with a deep link to the order locator.
Answer: A
Explanation:
Salesforce Connect with External Objects is the optimal solution for integrating Cloud Kicks' Salesforce environment with the ERP system. This approach allows real-time access to order information directly within Salesforce, without storing the data in Salesforce, thereby streamlining the process for service agents and improving their efficiency in handling customer requests for order updates.

NEW QUESTION # 42
......
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