Free Access Salesforce.ADX261.v2024-07-08.q151 Practice Test (Page 23)

Question 106

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A.Salesforce for Outlook

B.Email-to-Case

C.Web-to-Case

D.On-Demand Email-to-Case

Question 107

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A.Keep all open in tabs.

B.Define a custom List View.

C.Use a second Console session.

D.Add History to the Utility bar.

Question 108

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

A.Omni Channel with Queue-Based Routing

B.Omni-Channel with Capacity-Based Routing

C.Omni-Channel with Einstein Case Routing

Question 109

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A.Approval Processes

B.Support Types

C.Support Processes

Question 110

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A.Add additional agents to lower average hold time.

B.Use Assignment rules and case queues.

C.Simplify the interactive voice response (IVR) tree.

D.Set up Email-to-Case.

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Question 106

Question 107

Question 108

Question 109

Question 110

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