Free Salesforce ADX361 Exam Questions

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.Leadership would like to see the impact of surges on internal metrics.Which key performance indicator (KPI) should the consultant report on to meet the requirement?

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

Universal Containers is considering additional channels for its customers to communicate directly withcustomer support reps. Currently, customers are able to open support tickets through social media,web chat, phone, and SMS.In addition to Digital Engagement, what should a consultant recommend to meet the requirement?