Online Access Free Salesforce.ADX-261.v2023-02-20.q38 Practice Test (Page 4)

ADX-261 Exam Question 11

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

C.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

ADX-261 Exam Question 12

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.Knowledge articles created by call center agents.

B.Number of knowledge articles in each data category.

C.Knowledge articles with the lowest rating.

D.Knowledge search query with no results.

ADX-261 Exam Question 13

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

A.Middle-tier integration

B.External Objects

C.Custom Objects

D.Salesforce Connect

ADX-261 Exam Question 14

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A.The Customer doesn't know they were transferred

B.Both Service Reps can chat with the customer

C.The Customer is shown the new Rep's name

D.The chat transcripts and case are transferred

ADX-261 Exam Question 15

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

B.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

C.Deliver the entire project simultaneously so as to present UC with a completed solution.

D.set a cutoff date of 1.5 months before user acceptance testing for any change requests.

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ADX-261 Exam Question 11

ADX-261 Exam Question 12

ADX-261 Exam Question 13

ADX-261 Exam Question 14

ADX-261 Exam Question 15

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