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

Which of the following utilize the 'Automated Case User' (Choose 3 answers):

AWhen a case is automatically assigned using assignment rules this user is listed in the case history

BWhen an email notification is triggered via workflow this user is listed in the case history

CWhen a case is escalated this user is listed in the case history

DWhen a case is created via Web-To-Case this user is listed in the case history

EWhen a case is created via Email-To-Case this user is assigned as the case owner

Show Answer

Question: 5

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

AEnable Omni Channel in Setup.

BAssign Users to the Omni Channel Feature License.

CAssign Users to Omni Channel permissions.

DContact Salesforce to have Omni Channel enabled.

Show Answer

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