Salesforce ADX261 Quiz 56 Topic 4 Questions 276-280

Question: 1

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple

How should the consultant recommend an agent launch a swarm?

ADynamic Form

BApex Trigger

CQuick Action

DScheduled flow

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Question: 2

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?

Choose 2 answers

ACustomer community

BKnowledge base

CService cloud console

DAutomatic call distribution

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Question: 3

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

AImport the records and create a workflow rule to change the data type.

BStandardize all rows to match Salesforce data types.

CImport the records and use Duplicate Management.

DDeduplicate the data before importing into Salesforce,

EInstall the Data Quality Analysis Dashboards from the AppExchange.

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Question: 4

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement? (Choose 2)

AHide the Article Management tab for users who should have read-only access to articles.

BSet the organization-wide default to private and create sharing rules for the FAQ article type

CEnable the Manage Articles permission for the publisher profile and assign it to users

DCreate a publisher profile that includes create access on the FAQ article type.

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Question: 5

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

AReplaces the need for an email channel

BEliminates tracking of customer entitlements

CUncovers gaps in the knowledge base

DReduces incoming call volume

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Salesforce ADX261 Quiz:56 Topic:4 Questions:276-280