ADX261

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company. What is the recommended solution to meet the requirements?A . Field Service with Integrated PaymentsB . Experience Cloud with...

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answersA . Article Record Types must be created before the import.B . Each Article Record Type must be in a separate CSV.C . Article Record Types will...

Milestones can be added to which three object types? Choose 3 AnswersA . Work orderB . CaseC . ServiceD . EntitlementE . AccountView AnswerAnswer: A, B, D Explanation: Milestones can be added to work orders, cases, and entitlements in Salesforce. Work orders are records that track service requests for customers....

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is...

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni ChannelB . Contact RequestC . Field ServiceD . Mobile ConnectView AnswerAnswer: C Explanation: Field...

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use?A . Change SetsB . Mass Transfer RecordsC . Data LoaderD . Manual configurationView AnswerAnswer: A Explanation: Change Sets are the deployment solution that...

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?A ....

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?A . Define Case Auto-Response Rules.B . Establish Case Assignment Rules.C . Create a Process Builder with Scheduled Actions.D . Configure Case Escalation Rules.View AnswerAnswer:...

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answersA . Create reports to analyze call data in order to understand...

Which three are characteristics of Visual Workflow? Choose 3 answersA . Apex code must be used to update fields in the database.B . Elements can be used to pass data to legacy systems.C . Apex code must be used to pass data to legacy systems.D . Only one version of...