Online Access Free ADX261 Practice Test

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

• A.Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
• B.Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
• C.Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

• A.Create a sharing rule for each division to provide access using the role hierarchy.
• B.Create a single data category group for each division and provide access using the role hierarchy.
• C.Create a sharing rule for each division to provide access based on the article category.

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

• A.Configure and activate Duplicate Management.
• B.Implement Apex triggers for Contact.
• C.Grant "View All Data" and instruct them to search.

Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.
Which environment type should the consultant recommend?

• A.Partial Copy Sandbox
• B.Developer Pro Sandbox
• C.Full copy sandbox

Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

• A.Create a dashboard using Reporting Snapshots.
• B.Create a Dynamic Dashboard.
• C.Create a dashboard for each support manager.