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ADX261 Test Dumps.zip & ADX261 Standard Answers

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q191-Q196):

NEW QUESTION # 191
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

A. Enable and configure wildcards for article searches
B. Restrict the Manage Articles user permission
C. Set up an intuitive Data Category hierarchy
D. Require that an article be added when closing a case

Answer: A,D

NEW QUESTION # 192
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

A. Data Import Wizard
B. Mass Transfer Records
C. Change Sets
D. Data Loader

Answer: C,D

Explanation:
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview

NEW QUESTION # 193
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

A. Manager groups
B. Case teams
C. View All for Case

Answer: B

NEW QUESTION # 194
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

A. Create an autolaunched Flow,
B. Enable Case Merge.
C. Set up duplicate rules on Case.

Answer: B

Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

NEW QUESTION # 195
How should a consultant configure a report that shows the average number of days that Cases stay open?

A. Use the standard Case Age field on the report.
B. Create a formula field on Case to calculate the average age.
C. Create a report snapshot of the number of open Cases each day.

Answer: A

Explanation:
The standard Case Age field in Salesforce reports is designed to track the duration for which a case remains open. By including this field in a report, consultants can easily calculate and analyze the average number of days that cases stay open, providing valuable insights into case resolution times. This metric is crucial for understanding the efficiency of the service team and identifying areas for process improvement. The Case Age field automatically calculates the time from case creation to closure (or the current time if the case is still open), making it a straightforward and effective way to monitor case resolution performance without the need for custom calculations or snapshots.

NEW QUESTION # 196
......

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