Salesforce ADX261 Quiz 5 Topic 4 Questions 21-25

Question: 1

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured to satisfy this requirement?

AConfigure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

BTrain users to scroll through the case page layout to look for product related information or customer- related information based on case type

CCreate separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

DConfigure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

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Question: 2

A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.

Which configuration option should be verified?

AVerify that users have access to the chat buttons.

BVerify that users are assigned the chat user profile.

CVerify that users have access to the chat public group.

DVerify that users are assigned the chat feature license.

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Question: 3

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

AContacts

BProducts

CService contracts

DCase history

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Question: 4

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

ACustomize the lightning console that page.

BConfigure a chat validation rule.

CCustomize the pre-chat form.

DConfigure lightning guided engagement.

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Question: 5

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

* Ability for visitors to search Knowledge articles without registering or logging in

* Ability for over one million registered customers to securely submit cases and view the status of those cases

* Ability to display white papers to registered customers

* Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

AImplement Partner Communities with Knowledge.

BImplement Customer Communities with Content.

CImplement Employee Communities with Content.

DImplement Customer Communities with Knowledge.

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Salesforce ADX261 Quiz:5 Topic:4 Questions:21-25