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Free ADX261 Exam Braindumps
Service Cloud Administration in Lightning Experience Questions 96–100 (page: 21)

Updated On: 9-Feb-2026
Page 21 of 41
PDF with 304 Questions

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

  1. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
  2. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
  3. Set up analytical snapshots to capture key case information and create historical trending reports.
  4. Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer(s): A,D



Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers

  1. Add multiple ELSE IF blocks after the IF block
  2. Add conditional logic to the instructions
  3. Create a formula to build the macro logic around
  4. Add a formula block to the macro

Answer(s): C,D



After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

  1. Grant Authors access to the FAQ article type.
  2. Set article Org Wide Default to Public ReadWrite.
  3. Add Authors to the FaQ Data Category.
  4. Grant Authors access to the FaQ record type

Answer(s): D



What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

  1. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
  2. Plan and communicate the deployment to all users of the organization in advance.
  3. Select a window of time when users will NOT be making changes to the organization.
  4. Ensure all users refrain from logging into production for an entire day prior to deployment.
  5. Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer(s): B,C,E



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

  1. Import the records and create a workflow rule to change the data type.
  2. Standardize all rows to match Salesforce data types.
  3. Import the records and use Duplicate Management.
  4. Deduplicate the data before importing into Salesforce,
  5. Install the Data Quality Analysis Dashboards from the AppExchange.

Answer(s): B,C,D



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