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Salesforce Administer and Maintain Service Cloud Sample Questions (Q111-Q116):

NEW QUESTION # 111
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. Create a Process Builder with Scheduled Actions.
B. Establish Case Assignment Rules.
C. Configure Case Escalation Rules.
D. Define Case Auto-Response Rules.

Answer: C

NEW QUESTION # 112
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A. Deduplicate the data before importing into Salesforce,
B. Install the Data Quality Analysis Dashboards from the AppExchange.
C. Standardize all rows to match Salesforce data types.
D. Import the records and use Duplicate Management.
E. Import the records and create a workflow rule to change the data type.

Answer: A,B,C

Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5

NEW QUESTION # 113
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?

A. Reduced first contact resolution time
B. Reduced post-interaction time
C. Reduced issue resolution time

Answer: C

Explanation:
Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster access to solutions and reducing the time needed to resolve customer issues.

NEW QUESTION # 114
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue
improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Revised Articles
B. Top Articles sorted descending
C. Search Activity Gaps
D. Most Linked Articles

Answer: D

NEW QUESTION # 115
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Data loader, change sets, and Force.com Excel Connector
B. Visual Workflow, data loader, and Force.com IDE
C. Visual Studio Code and change sets
D. Mass Transfer Records, change sets, and Visual Studio Code

Answer: A

Explanation:
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide

NEW QUESTION # 116
......

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100% Pass ADX261 Sample Questions Answers - Unparalleled Administer and Maintain Service Cloud Trustworthy Practice

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q111-Q116):

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