Online Access Free ADX261 Exam Questions

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

• A.Flow with notifications
• B.Reports and dashboards
• C.Approval process

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?

• A.Email-to-Case
• B.On-Demand Email-to-Case
• C.Web-to-Case

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

• A.Measure cases with and without articles attached based on case status.
• B.Measure cases with and without articles attached with high net promoter scores (NPS),
• C.Measure cases with and without articles attached with high CSAT scores.

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

• A.Focus on scalability for handling high inquiry volume.
• B.Work on integrating with social media platforms.
• C.Emphasize continuous monitoring of chat.

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.