Get Salesforce ADX261 Exam Practice Questions - Real and Updated

[Case Management]

Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,

resolve, and close the case.

Which Salesforce productivity feature should a consultant use to accomplish this requirement?

[Service Cloud Solution Design]

Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

[Integration and Data Management]

A consultant has been hired to integrate a client's phone system with Salesforce.

What should the consultant consider using for this integration?

[Service Cloud Solution Design]

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?

[Case Management]

A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a

long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.

What should the consultant recommend that the service manager do first?