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ADX261 Practice Questions

ADX261 Practice Questions

Question# 1

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?

Question# 2

Universal Containers wants to unify channels and manage agent workload with Omni - Channel routing. What required step Should a consultant address before configuring Omni Channel?

Question# 3

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers

Question# 4

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

Question# 5

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers

Note:

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ADX261 Practice Questions

ADX261 Practice Questions

Question# 1

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?

Question# 2

Universal Containers wants to unify channels and manage agent workload with Omni - Channel routing. What required step Should a consultant address before configuring Omni Channel?

Question# 3

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers

Question# 4

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

Question# 5

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers

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