ADX261 試験問題を無料オンラインアクセス

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

• A.Einstein Bots
• B.Service GPT
• C.Slack Connect

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

• A.Knowledge articles suggested by Einstein
• B.Upcoming Milestones for the Case's Entitlement
• C.Internal Chatter posts about the Case

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

• A.Standard Web-to-Case with assignment rules
• B.Omni-Channel with prioritized queues
• C.Standard Email-to-Case with assignment rules

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

• A.Incident Management tab and Whisper Messages
• B.Omni-Channel Supervisor and Whisper Messages
• C.Chat Supervisor tab and Whisper Messages

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

• A.Open the Omni-Channel Supervisor tab.
• B.Open the relevant record being routed.
• C.Debug Omni-Channel routing from Setup.