Free Salesforce ADX261 Exam Dumps Questions & Answers

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A.Einstein Next Best Action
• B.Service Analytics Predictions
• C.Visual Remote Assistant

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

• A.Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.
• B.Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.
• C.Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?

• A.Share a folder with quick text for each translation.
• B.Use custom labels to manage quick text translations.
• C.Share each quick text individually to Public Groups.

Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

• A.Migrate child cases first.
• B.Migrate parent cases first
• C.Migrate parent and child cases together.

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?

• A.On-Demand Email-to-Case
• B.Email-to-Case
• C.Web-to-Case