Free Access Salesforce.ADX261.v2025-12-11.q206 Practice Test (Page 28)

Question 131

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

A.Define entitlements and milestones.

B.Implement Lightning flow with time-based actions.

C.Enable and configure Omni-Channel routing.

Question 132

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

A.Case report grouped by Call Center

B.Case History report grouped by Call Center

C.Dynamic Dashboard grouped by Call Center

Question 133

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?

A.Call Abandonment

B.After Conversation Work Time

C.Total Emails Sent

Question 134

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple
How should the consultant recommend an agent launch a swarm?

A.Scheduled flow

B.Quick Action

C.Apex Trigger

D.Dynamic Form

Question 135

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

A.Visualforce pages refer to Classic article types.

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

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

D.Approval process history migrate to Lightning Knowledge.

E.Article numbers change during migration.

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Question 131

Question 132

Question 133

Question 134

Question 135

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