ADX261 Dumps with Free 365 Days Update Fast Exam Updates [Q15-Q36]

NO.15 Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

NO.16 Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

NO.17 Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?

NO.18 What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

NO.19 Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l
had progressed in troubleshooting?

NO.20 Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

NO.21 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?

NO.22 Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

NO.23 Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

NO.24 AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

NO.25 Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.
Which environment type should the consultant recommend?

NO.26 Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager’s knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

NO.27 A consultant has been hired to integrate a client’s phone system with the Service Console.
What is the consultant required to do during this integration?

NO.28 At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?

NO.29 Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?

NO.30 Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

NO.31 Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent’s product specialization?

NO.32 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. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

NO.33 Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

NO.34 A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

NO.35 Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

NO.36 Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?