Question 1

Universal Containers has a case handling process that requires each case to go through a

series of steps within a specified amount of time from case submission to case closure.

Which solution should a consultant recommend to meet these requirements?

Options :

A : Define entitlements and milestones.

B : Enable and configure Omni-Channel routing.

C : Implement Lightning flow with time-based actions.

Answer: A

Question 2

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?

Options :

A : Web-to-Case

B : On-Demand Email-to-Case

C : Email-to-Case

Answer: A

Question 3

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?

Options :

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.

Answer: B

Question 4

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Options :

A : Postpone the release to the production org so the team can finish the project before the release is deployed.

B : Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C : Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

Answer: C

Question 5

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?

Options :

A : Case assignment rules

B : Omni-Channel

C : Case team

Answer: B

Confidently Practice Online with Free ADX-261 Exam Cram