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

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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

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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.

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Question: 4

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

AAutomatic call distributor and interactive voice response

BWorkforce management and customer satisfaction score

CAverage handling time and first call resolution time

DAgent skill-based routing and predictive dialer

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Question: 5

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

AIt is a server based software program that controls the behavior of a Salesforce SoftPhone

BIt is an intermediary between a telephony system and a Salesforce CRM call center user

CIt utilizes the SoftPhone capability from within the Salesforce application

DIt allows voicemails to be captured and stored as attachments on cases

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