Free Access Salesforce.ADX261.v2025-12-11.q206 Practice Test (Page 37)

Question 176

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A.Number of cases closed by self-service users.

B.Average call handle time by team.

C.Number of Knowledge articles created each month.

D.Number of cases created using Communities by month.

Question 177

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

A.Macros

B.Global Quick Action

C.Quick text

Question 178

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.
Which solution should the consultant advise that service supervisors use to meet these requirements?

A.Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

B.Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.

C.Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

Question 179

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A.Number of knowledge articles in each data category.

B.Knowledge articles with the lowest rating.

C.Knowledge search query with no results.

D.Knowledge articles created by call center agents.

Question 180

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

A.Add images to an HTML file.

B.Ensure each image is less than 25 MB.

C.Change all images to JPEG files.

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Question 176

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