Online Access Free Salesforce.ADX261.v2023-05-15.q68 Practice Test (Page 5)

ADX261 Exam Question 16

Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

A.Set up a Salesforce Customer Community that will allow customers to create cases online

B.Set up analytical snapshots to capture key case information and create historical trending reports

C.Create case escalation rules to route high priority cases directly to supervisors for resolution

D.Create reports to analyze call data in order to understand peak times and ensure adequate staffing

ADX261 Exam Question 17

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

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

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

ADX261 Exam Question 18

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

A.Add the knowledge tab to the service console

B.Add knowledge data categories to each case

C.Add knowledge component to case record page

D.Add the knowledge related list to the case record page

ADX261 Exam Question 19

What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

A.The report is a Summary or Matrix report.

B.The report chart is added to the Page Layout.

C.The report is shared with a Chatter Group.

D.The report has a standard Report Type.

E.The report contains a chart.

ADX261 Exam Question 20

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

A.Enable Suggested Articles.

B.Create Synonym Groups.

C.Add Data Category Groups.

D.Create Article Translation.

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