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最新ADX261題庫資源 - ADX261指南

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最新的 Certified Service Cloud Consultant ADX261 免費考試真題 (Q36-Q41):

問題 #36
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

* A. Customers are spending additional time searching for answers.
* B. Self-service deflects easy cases, leaving more complex cases for agents.
* C. Customers must spend additional time registering for the portal.
* D. Agents do not have access to the same Knowledge articles as customers.
答案：B

解題說明：
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified Reference: 3: Self-Service Best Practices

問題 #37
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. Search Activity Gaps
* B. Most Linked Articles
* C. Most Revised Articles
* D. Top Articles sorted descending
答案：A

解題說明：
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5

問題 #38
Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

* A. Configure Omni-Channel Queve-Based Routing.
* B. Configure Omni-Channel Skills-Based Routing.
* C. Configure Case Assignment rule and Omni-Channel Supervisor.
答案：B

解題說明：
For Universal Containers to efficiently route cases based on language proficiency and subject matter expertise, Skills-Based Routing in Omni-Channel is the optimal solution. This configuration allows administrators to define specific skills, such as language proficiency or technical knowledge, and assign them to agents. Cases can then be automatically routed to agents who possess the required skills to address the customer's needs, ensuring effective communication and resolution.

問題 #39
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

* A. Create a group of super users that will evaluate and manage articles.
* B. Contact Salesforce to send a report on article efficacy.
* C. Send out a monthly survey to customers requesting feedback.
* D. Install Knowledge Base Dashboards and Reports AppExchange package.
答案：D

問題 #40
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

* A. Customers are spending additional time searching for answers.
* B. Self-service deflects easy cases, leaving more complex cases for agents.
* C. Customers must spend additional time registering for the portal.
* D. Agents do not have access to the same Knowledge articles as customers.
答案：B

問題 #41
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