Salesforce ADX261 Quiz 20 Topic 3 Questions 96-100

Question: 1

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

AGrant managers the Manage Salesforce Knowledge permission.

BCreate at least two different data categories.

CCreate at least two different article types.

DCreate at least two different approval processes.

EGrant managers the Manage Data Categories permission.

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Question: 2

The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

AImplement Quick Text

BEnable the Support Process for default email templates

CImplement Macros

DImplement Email-To-Case

EEnable the support setting for default email templates

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Question: 3

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

APartial Copy Sandbox

BAdministrator Sandbox

CDeveloper Pro Sandbox

DFull Sandbox

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Question: 4

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

AConfigure Assignment Rules based on Case Priority.

BAdd the Entitlements related list to the Account Page Layout.

CCreate a Report of all active Entitlements grouped by Customers.

DConfigure Success, Warning, and Violation Actions for Milestones.

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Question: 5

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

ASet up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

BSet up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

CSet up IVR with an automated response for customers affected by the recall to defect calls.

DSet up a customer survey for customers calling in to identify the severity and impact of the recall.

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Salesforce ADX261 Quiz:20 Topic:3 Questions:96-100