ADX261 무료 덤프문제 온라인 액세스

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

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?

• A.Record Types
• B.Omni-Channel
• C.Dynamic Forms

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?

• A.Call Abandonment
• B.After Conversation Work Time
• C.Total Emails Sent

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

• A.Change the HTML format first to support subfields.
• B.Create an HTML file for each rich text area field.
• C.Modify the import parameters to specify HTML encoding.

Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

• A.Escalation Rules
• B.Path for Cases
• C.Case Comments
• D.Slack message