最新的Salesforce Administer and Maintain Service Cloud - ADX261免費考試真題
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
What is the recommended method to meet the requirements?
正確答案: C
Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.
Which environment type should the consultant recommend?
Which environment type should the consultant recommend?
正確答案: C
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
Which feature should a consultant recommend to address this requirement?
正確答案: A
Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Which feature should a consultant recommend?
正確答案: A
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
What should the consultant recommend to meet the requirement?
正確答案: C
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?
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?
正確答案: C
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?
What should the consultant do before creating an implementation plan?
正確答案: A
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
正確答案: B
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
Which interaction channel should the consultant suggest to UC?
正確答案: B
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
Which solution should a consultant recommend to meet this requirement?
正確答案: C
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
正確答案: B
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Which feature should a consultant recommend to meet this requirement?
正確答案: C