Salesforce ADX261 Quiz 21 Topic 9 Questions 101-105

Question: 1

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

AEnsure each laptop has a modern browser installed.

BCoach users on minimizing open console tabs.

CAllow the user to log into Live Agent from multiple browsers.

DAdd additional components to the Lightning console.

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Question: 2

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.

What should a Consultant recommend to address this issue?

AInsert a reference Thread ID in the email subject template

BUse Omni-Channel to automatically route inbound email

CAssign a user to manually manage incoming email

DConvert to an On-Demand Email-to-Case setup

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Question: 3

What statement is true about the Salesforce Knowledge article lifecycle?

AApproval process CANNOT allow publishing of articles that have specific validation statuses

BArticle permission sets allow agents to participate in the article publishing process

CArticles CANNOT be published until they are reviewed and validated by a qualified author

DKnowledge uses public groups as a way to assign users to specific tasks related to articles

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Question: 4

Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

AConfigure the Case highlights panel

BAdd a Visualforce page to the Case layout

CCreate Salesforce Classic Quick Action

DConfigure Case Feed page layouts

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Question: 5

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores

Which two customer-related metrics should the customer support management analyze?

Choose 2 answers

AHigh priority cases opened by account month-to-date

BTime spent by account year-to-date

CEscalated cases by account month-to-date

DNew cases opened by account channel

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Salesforce ADX261 Quiz:21 Topic:9 Questions:101-105