Free Access Salesforce.ADX261.v2025-09-03.q180 Practice Test (Page 23)

Question 106

Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

A.Escalation Rules

B.Slack message

C.Path for Cases

D.Case Comments

Question 107

Universal Containers (UC) recently expanded sales to Mexico and Canad
a. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

A.Configure Case Assignment rule and Omni-Channel Supervisor.

B.Configure Omni-Channel Skills-based Routing.

C.Configure Omni-Channel Queue-Based Routing.

Question 108

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A.Average Handle Time

B.Reduced Call Volume

C.Total Open Cases

Question 109

UCs is implementing Salesforce Knowledge at its contact center. The contact
center has a dedicated support team for each product that it supports. Contact
center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

A.Assign team-based roles to the associated product article types

B.Assign team-based roles to the associated product data category value

C.Assign team-based profiles to the associated product data category value

D.Assign team-based profiles to the associated product article types

Question 110

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A.Add the Knowledge tab to the Console app.

B.Add the Knowledge Component to the Service Console.

C.Create email templates with Knowledge Articles attached.

D.Add the Suggested Article widget to the Case page layout.

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Question 106

Question 107

Question 108

Question 109

Question 110

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