Salesforce ADX261 Quiz 13 Topic 2 Questions 61-65

Question: 1

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

ACleanse the data outside of Salesforce and then migrate the data.

BUse the Salesforce data loader to load and cleanse the data.

CUse the Salesforce import wizard to load and cleanse the data.

DUpload the data into Salesforce and then run data cleansing tools.

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Question: 2

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

AOnly one inbound email address can be used for Email-to-Case

BFollow-up emails and attachments related to a case are attached to the case

CAssignment, escalation, and workflow rules are processed on inbound emails

DFollow-up emails related to a case will update the case comments

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Question: 3

The Universal Containers' customer support organization has implemented 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.

Which two should the company do to address this situation? Choose 2 answers

AMeasure and reward agents based on the number of new articles submitted for approval.

BMeasure and reward agents based on the number of new articles approved for publication.

CCreate a dashboard that includes articles submitted by agents and approved for publication.

DRequire agents to check a box on the case when submitting a new suggested article.

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Question: 4

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

AMigrate closed cases with milestones and entitlements

BMigrate open and closed cases with milestones and entitlements

CMigrate open and closed cases without milestones and entitlements

DMigrate closed cases to a custom read-only object

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Question: 5

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

AAbility to determine if a customer has escalated a case in the past

BAbility to specify unique service levels for each customer

CAbility to prompt callers for the service contract number within IVR menus

DAbility to enforce service levels with the time-dependent processes

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Salesforce ADX261 Quiz:13 Topic:2 Questions:61-65