Free Salesforce ADX261 Exam Dumps Questions & Answers

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

• A.Secondary Routing Priority
• B.Capacity Model
• C.Skills-Based Routing

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?

• A.All users have permission to create macros.
• B.The Lightning page contains the Run Macros action.
• C.Publisher actions are on the page layout.

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

• A.Einstein Next Best Action
• B.In-App Guidance
• C.Actions & Recommendations

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

• A.Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
• B.Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
• C.Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

• A.Change all images to JPEG files.
• B.Add images to an HTML file.
• C.Ensure each image is less than 25 MB.