Online Access Free ADX261 Exam Questions

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

• A.Service Cloud Voice
• B.Digital Engagement
• C.Einstein Chat Bot

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

• A.Select the Flag as new version checkbox when publishing.
• B.Use Smart Link to Article to select the prior version.
• C.Add "updated" to the name of the new article.

A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?

• A.Review Skills Backlog.
• B.Review Assigned Work.
• C.Review Queues Backlog.

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

• A.Workforce Engagement
• B.Incident Management
• C.Field Service Management

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?

• A.Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
• B.Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
• C.Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.