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

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their 'How To' articles have images that must be migrated.

Which statement is true about migrating images into Salesforce Knowledge?

AEnsure that each image does NOT exceed the maximum of 25 MB

BUpload the images into Salesforce prior to importing the articles

CConvert all images to .jpeg, as this is the only supported file type

DInclude images in an .html file using the image tag and src attribute

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Question: 5

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

AAverage queue time per agent

BNumber of leads created

COpportunities per channel

DCost per call

ENumber of sales queues

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