Free Access Salesforce.ADX261.v2025-12-11.q206 Practice Test (Page 41)

Question 196

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A.In a Private sharing model, only queue members and direct reports can view cases in a Queue.

B.in a Private sharing model, only queue members can take ownership or cases in the Queue.

C.In a Public Read Only sharing model, al users can view cases in a Queue.

D.In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

Question 197

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A.Most Revised Articles

B.Most Linked Articles

C.Search Activity Gaps

D.Top Articles sorted descending

Question 198

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A.Web-to-Case

B.AppExchange package

C.Email-to-Case

Question 199

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A.Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

B.Enable the knowledge sidebar setting in the case support settings.

C.Create a visualforce page called knowledge sidebar on the case page layout.

D.Enable the knowledge sidebar related list on the case page layout.

Question 200

Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A.Video Support

B.Incident Management

C.Omn-Channel Routing

D.Appointment Assitant

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Question 196

Question 197

Question 198

Question 199

Question 200

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