ADX261 試験問題を無料オンラインアクセス

Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems.
Which project management methodology should the consultant recommend?

• A.Waterfall
• B.Six Sigma
• C.Agile

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?

• A.Implement Apex triggers for Contact.
• B.Configure and activate Duplicate Management.
• C.Grant "View All Data" and instruct them to search.

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

• A.Create case escalation rules to route high-priority cases directly to supervisors for resolution.
• B.Set up analytical snapshots to capture key case Information and create historical trending reports.
• C.Create reports to analyze data in order to understand peak times and ensure adequate.

Cloud Kicks has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and trouble shooting ideas. The admin at Cloud Kicks is going to organize the knowledge articles into Data Categories.
What should the admin keep in mind when organizing articles?

• A.There can be up to 10,000 data categories.
• B.Data category hierarchy can have up to 10 levels.
• C.Articles can have up to 8 data categories.

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

• A.Actions & Recommendations component
• B.Case History related list
• C.Activity analytics tab