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New Salesforce ADX261 Study Plan | ADX261 Valid Test Guide

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q135-Q140):

NEW QUESTION # 135
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority

Answer: C

Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.

NEW QUESTION # 136
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

A. Last modified date and terms searched frequently in the last year
B. Original creation date and total number of article views in the last year
C. Last modified date and total number of article views in the last year

Answer: C

Explanation:
When migrating an external knowledge base into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is essential. These factors help identify the most relevant and frequently used content, ensuring that the migrated knowledge base is up-to-date and meets the users' needs. The last modified date indicates the currency of the information, suggesting that the content is still relevant and maintained. The total number of views serves as an indicator of the article's usefulness and popularity among users. Focusing on these factors during the migration process ensures that the most valuable and current content is prioritized, enhancing the effectiveness of the Salesforce Knowledge base.

NEW QUESTION # 137
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A. Apex trigger
B. Quick Action
C. Escalation rules

Answer: B

NEW QUESTION # 138
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

A. Internal Chatter posts about the Case
B. Knowledge articles suggested by Einstein
C. Upcoming Milestones for the Case's Entitlement

Answer: B

Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.

NEW QUESTION # 139
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A. On-Demand Email-to-Case
B. Web-to-Case
C. Salesforce for Outlook
D. Email-to-Case

Answer: D

Explanation:
Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email-to-Case. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.case_email_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5

NEW QUESTION # 140
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