ADX261 exam

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred. What should a consultant consider when moving these images into Salesforce Knowledge?A . Add images to an HTML file.B . Ensure each...

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management. What should the consultant recommend to decrease case closure time?A . Add data category groups.B . Create synonym groups.C . Enable Suggested Articles.View AnswerAnswer: C Explanation: Enabling Suggested Articles in Salesforce Knowledge provides service...

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?A . Remove...

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?A . Slack ConnectB . Service GPTC . Einstein BotsView AnswerAnswer: C...

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?A . Create a data category for each product. Assign data categories to service agents.B . Create an article action for each record type. Assign record types to service agents.C...

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases. Which option should the...

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally. What should the consultant recommend?A . Enable and configure Swarming in Slack.B . Create a case team workspace in Slack.C . Configure a case notification Slackbot.View AnswerAnswer: B...

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?A . Configure Omni-Channel Skills-based Routing.B . Configure...

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables. What should a consultant recommend as the...

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?A ....