Free Practice Questions for Salesforce ADX261 Exam

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

• Escalation rules
• Case teams
• Workflow rules
• Auto-response rules

The cost of service for Universal Containers contact centers has steadily increased.What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

• Enable Ideas in a customer portal
• Enable Chatter for agent collaboration
• Create auto-response templates for incoming emails
• Enable Live Agent to handle incoming service inquiries

Which solution should a consultant recommend?

• Enable the knowledge sidebar related list on the case page layout.
• Create a visualforce page called knowledge sidebar on the case page layout.
• Enable the knowledge sidebar setting in the case support settings.
• Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.Which two features should a Consultant recommend? Choose 2 answers

• Configure LiveMessage
• Activate quick test
• Create quick actions
• Deploy Pre-Chat form

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.How should a consultant correct this problem?

• Grant Authors access to the FAQ record type.
• Add Authors to the FAQ Data Category.
• Grant Authors access to the FAQ article type.
• Set Article Org Wide Default to Public ReadWrite.

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

• Require agents to check a box on case when submitting a new suggested article
• Create a dashboard for articles submitted by agents & approved for publication
• Measure & reward agents based on the # of new articles submitted for approval
• Measure & reward agents based on the # of new articles approved for publication

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the 'Errata' record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.What should a consultant recommend to meet this requirement?

• Create a workflow rule and email alert action that sends an email to the case contact when a case with the 'Errata' record type is created
• Create an auto-response rule that sends an email to the case contact when a case with the 'Errata' record type is created
• Create an Apex trigger that sends an email to the case contact when a case with the 'Errata' record type is created
• Create an assignment rule that sends an email to the case contact when a case with the 'Errata' record type is created

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

• Customize the lightning console that page.
• Configure a chat validation rule.
• Customize the pre-chat form.
• Configure lightning guided engagement.

What is a benefit of a customer community? Choose 2 answers.

• Eliminates the need to track service level agreements
• Reduces incoming call volume
• Enables customers to log inquires without contacting an agent
• Eliminates the need for support agents

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.What approach should a consultant recommend to meet these requirements?

• Configure Case Escalation Rules.
• Define Entitlement and Milestones.
• Use Process Builder with Scheduled Actions
• Enable Omni-Channel Routing.