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Latest ADX261 Practice Questions - Updated ADX261 Demo

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q13-Q18):

NEW QUESTION # 13
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. Establish Case Assignment Rules.
B. Create a Process Builder with Scheduled Actions.
C. Configure Case Escalation Rules.
D. Define Case Auto-Response Rules.

Answer: C

Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

NEW QUESTION # 14
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a joined report.
B. Create a reporting snapshot.
C. Create a report using Grouping.

Answer: A

Explanation:
To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first-call resolution metrics.

NEW QUESTION # 15
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a joined report.
B. Create a reporting snapshot.
C. Create a report using Grouping.

Answer: A

NEW QUESTION # 16
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

Answer: A

Explanation:
To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.

NEW QUESTION # 17
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Estabalish case assignment rules.
B. Use Flow Builder to create a flow with scheduled path.
C. Configure case escalation rules.
D. Define case auto-response rules.

Answer: C

NEW QUESTION # 18
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