100% Pass Top-selling ADX261 Exams - New 2023 Salesforce Pratice Exam
Certified Service Cloud Consultant Dumps ADX261 Exam for Full Questions - Exam Study Guide
Salesforce ADX261 certification is a valuable credential for professionals who want to demonstrate their expertise in Service Cloud administration and maintenance. It is a globally recognized certification that is highly sought after by employers. Salesforce certification holders are in high demand due to the platform's popularity and the need for skilled professionals to help organizations maximize their investment in Salesforce. By earning this certification, candidates can differentiate themselves in the job market and improve their career prospects.
In addition to demonstrating expertise in Service Cloud administration, the ADX261 certification exam also validates the candidate's knowledge of best practices in customer service management. This includes understanding customer needs, managing customer interactions, and leveraging technology to provide a seamless and personalized customer experience. By earning this certification, professionals can prove to potential employers that they have the knowledge and skills required to deliver exceptional customer service and support.
NEW QUESTION # 83
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Implement Recommended Articles.
- B. Configure Web-to-Case.
- C. Create a Customer Experience Cloud site.
- D. Deploy a Partner Central Community.
Answer: A
NEW QUESTION # 84
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All open Cases by Priority
- B. Case resolution time
- C. All Cases closed Month-to-date
- D. All Cases by Customer
- E. All open cases by Channel
Answer: A,B,E
NEW QUESTION # 85
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Lightning Component
- C. Contact Request flow
- D. Direct Messaging
Answer: C
NEW QUESTION # 86
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Category Visibility of All Categories provides Public Read/Write access.
- B. Data Categories no longer control access to articles.
- C. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
- D. Data Category Visibility of AM Categories provides Public Read Only access.
Answer: A
NEW QUESTION # 87
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Customer Community Login
- B. Partner Community Login
- C. Service Cloud Portal
- D. High Volume Customer Portal
Answer: C
NEW QUESTION # 88
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Define Entitlement and Milestones.
- B. Enable Omni-Channel Routing.
- C. Use Process Builder with Scheduled Actions
- D. Configure Case Escalation Rules.
Answer: A
NEW QUESTION # 89
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Embedded Chat Service
- C. Customer Community
- D. Web-to-Case
Answer: B
NEW QUESTION # 90
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Salesforce for Outlook
- D. Email-to-Case
Answer: D
NEW QUESTION # 91
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Define a custom List View.
- B. Add History to the Utility bar.
- C. Keep all open in tabs.
- D. Use a second Console session.
Answer: B
NEW QUESTION # 92
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
- A. Add multiple ELSE IF blocks after the IF block
- B. Add conditional logic to the instructions
- C. Add a formula block to the macro
- D. Create a formula to build the macro logic around
Answer: C,D
NEW QUESTION # 93
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
- A. Knowledge base
- B. Automatic call distribution
- C. Customer community
- D. Service cloud console
Answer: A,C
NEW QUESTION # 94
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- C. Customize service channel settings to define how the organization receives work from various
- D. Create the necessary objects in Salesforce.
Answer: B
NEW QUESTION # 95
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices
What feature should a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Web-to-CaM
- C. Embedded Chat Service
- D. Experience Cloud site
Answer: C
NEW QUESTION # 96
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Omni-channel Supervisor
- B. Case Feed
- C. Push Notifications
- D. Next Best Actions
Answer: A
NEW QUESTION # 97
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Enable Knowledge User for Service Agents.
- B. Select Flag as new version' checkbox when publishing.
- C. Use Smart Link to Article to select the prior version.
- D. Use the Clone option to create a new article.
Answer: C
NEW QUESTION # 98
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team.
- B. Number of Knowledge articles created each month.
- C. Number of cases created using Communities by month.
- D. Number of cases closed by self-service users.
Answer: C,D
NEW QUESTION # 99
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as
password resets and order inquiries. In order to reduce the number of cases created, CK wants to
provide customer self-service in the following channels: web, SMS, Facebook Messenger, and
WhatsApp.
What is the recommended case deflection solution?
- A. Einstein Bo
- B. Social Customer Service
- C. Chat for Web and In-App
- D. Digital Engagement Messaging
Answer: B
NEW QUESTION # 100
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Manual configuration
- B. Data Loader
- C. Mass Transfer Records
- D. Change Sets
Answer: D
NEW QUESTION # 101
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Crreate an article action for each record type;assign record types to service agents
- B. Create a page layout for each record type ;assign layouts to servce agents
- C. Create a permission set for each record type ;assignpermisisons to service agents
- D. create a data category for each product assign data categories to service agents.
Answer: D
NEW QUESTION # 102
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Lightning Process Builder
- C. Lightning Row for Service
- D. Interaction Log
Answer: C,D
NEW QUESTION # 103
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat
a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Lookup Filter
- B. Auto-Add Milestones
- C. Approval Process
- D. Cross-Object Formula
Answer: A
NEW QUESTION # 104
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The user creating the dashboard
- B. Let the dashboard viewers choose
- C. The VP of service
- D. The dashboard viewer
Answer: D
NEW QUESTION # 105
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields in the database.
- B. Elements can be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- D. Apex code must be used to pass data to legacy systems.
- E. Only one version of a flow can be activated at a time.
Answer: A,B,E
NEW QUESTION # 106
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Benchmark the average cases per agent versus the team average across each case channel
- B. Track not promoter scores as part of an automated survey after case closure for every cote.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Track the average calls per day, average cases per agent, and average cases per case type.
Answer: D
NEW QUESTION # 107
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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is designed for professionals who have experience in the administration and maintenance of the Salesforce Service Cloud platform. ADX261 exam validates the skills and knowledge required to configure, administer, and maintain Service Cloud solutions that meet the needs of customers.
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ADX261 Test Engine Practice Exam: https://drive.google.com/open?id=1jMD2jqhfsby73_Jssta_oE7ve-ZdGAuq