Online Access Free Salesforce.ADX261.v2023-05-15.q68 Practice Test (Page 3)

ADX261 Exam Question 6

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A.Configure a Live Chat Validation Rule.

B.Configure Lightning Guided Engagement.

C.Customize the Lightning Console chat page.

D.Customize the Pre-chat form.

ADX261 Exam Question 7

what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

A.create a data category for each product assign data categories to service agents.

B.Crreate an article action for each record type;assign record types to service agents

C.Create a permission set for each record type ;assignpermisisons to service agents

D.Create a page layout for each record type ;assign layouts to servce agents

ADX261 Exam Question 8

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A.All Cases closed Month-to-date

B.All Cases by Customer

C.Case resolution time

D.All open cases by Channel

E.All open Cases by Priority

ADX261 Exam Question 9

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

A.Both Service Reps can chat with the Customer.

B.The Customer does not know they were transferred.

C.The Customer is shown the new Representative's Name

D.The Chat Transcript and Case are transferred.

ADX261 Exam Question 10

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A.Account tab with Cases related list

B.Case tabs with Account subtabs

C.Account tabs with Case Subtabs

D.Account tabs and Cases tab

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ADX261 Exam Question 6

ADX261 Exam Question 7

ADX261 Exam Question 8

ADX261 Exam Question 9

ADX261 Exam Question 10

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