Salesforce ADX261 Quiz 56 Topic 4 Questions 276-280

Question: 1

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple

How should the consultant recommend an agent launch a swarm?

ADynamic Form

BApex Trigger

CQuick Action

DScheduled flow

Show Answer

Question: 2

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?

Choose 2 answers

ACustomer community

BKnowledge base

CService cloud console

DAutomatic call distribution

Show Answer

Question: 3

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.

Which three best practices should a consultant recommend?

Choose 3 answers

AImport the records and create a workflow rule to change the data type.

BStandardize all rows to match Salesforce data types.

CImport the records and use Duplicate Management.

DDeduplicate the data before importing into Salesforce,

EInstall the Data Quality Analysis Dashboards from the AppExchange.

Show Answer

Question: 4

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

AUse auto response rule to send an email

BUse escalation rule to send an email

CSupervisors to investigate those cases

DIdentify those cases and assign to the closure team

Show Answer

Question: 5

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?

ACreate 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

BCreate an auto-response rule that sends an email to the case contact when a case with the 'Errata' record type is created

CCreate an Apex trigger that sends an email to the case contact when a case with the 'Errata' record type is created

DCreate an assignment rule that sends an email to the case contact when a case with the 'Errata' record type is created

Show Answer

Salesforce ADX261 Quiz:56 Topic:4 Questions:276-280