ADX261 Dumps Questions – Effective Way to Get Certified

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If you're in the field of Salesforce, you know how important it is to stay up-to-date with the latest knowledge and skills to protect your organization's networks and data. One way to do that is by obtaining Certified Service Cloud Consultant, specifically the ADX261 exam. While preparing for the ADX261 exam, you might consider using ADX261 dumps to help you familiarize yourself with the exam format and content. These ADX261 exam dumps questions can be an effective way to gauge your knowledge and identify areas where you may need additional study. Study online free ADX261 exam dumps below.

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1. Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

2. Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

3. Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

4. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

5. Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

6. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

7. Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

8. Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.

What should a consultant recommend?

9. Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

10. Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?


 

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