Free Access Salesforce.ADX261.v2023-09-14.q81 Practice Test (Page 5)

Question 16

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

A.In Inbound Setting, set Enable Case Reopen to 3 days.

B.Establish Duplicate Rules to find similar cases.

C.Configure a Macro to close the duplicate case

D.Change the Run Apex As User to a service agent profile.

Question 17

Universal Containers has four 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 sharing rule for each division to provide access based on criteria of the article.

C.Create separate data category groups for each division and assign the category to a division profile.

D.Create a single data category group for each division and provide access using the role hierarchy.

Question 18

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers

A.Attachments and .html files in Classic Knowledge are moved to the Files object.

B.Approval process history migrate to Lightning Knowledge.

C.Article numbers change during migration.

D.Each article must be associated to a record type.

E.Visualforce pages refer to Classic article types.

Question 19

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A.All Cases by Customer

B.All open Cases by Priority

C.Case resolution time

D.All open cases by Channel

E.All Cases closed Month-to-date

Question 20

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

A.On-Demand Email-to-Case

B.Outlook Integration

C.Web-to-Case

D.Email-to-Case

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