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Salesforce ADX261 exam is designed for professionals who want to showcase their expertise in administering and maintaining the Service Cloud. Administer and Maintain Service Cloud certification exam is designed to test the candidates on various aspects of the Service Cloud, including managing cases, creating and customizing reports, and configuring service entitlements. ADX261 exam covers a wide range of topics, and passing it demonstrates the candidate's knowledge and skill in administering and maintaining the Service Cloud.
NEW QUESTION # 68
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Quality monitoring score
- C. Schedule adherence
- D. Agent utilization
Answer: C,D
NEW QUESTION # 69
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A. Create a workflow email alert to send the article to the customer.
- B. Create an auto-response rule to send the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a macro to send an email with the article to the customer.
Answer: C
NEW QUESTION # 70
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. Use Process Builder with Scheduled Actions
- B. Enable Omni-Channel Routing.
- C. Configure Case Escalation Rules.
- D. Define Entitlement and Milestones.
Answer: D
NEW QUESTION # 71
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case CreatedDate
- B. Omni-Channel Utility Component
- C. Cases report sorted by Rep and Case Owner
- D. Omni-Channel Supervisor tab
Answer: D
NEW QUESTION # 72
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Omni-channel Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Chat Queue-based routing
Answer: B
NEW QUESTION # 73
Support cent©' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process **
Choose 2 answers
- A. Outbound Sales Dialer
- B. Quick Action
- C. Macros
- D. History Utility
Answer: A,D
NEW QUESTION # 74
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Chat
- B. Case Auto-Response
- C. Escalation Rules
- D. Facebook Messaging
Answer: A,B
NEW QUESTION # 75
Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Activate a validation rule
- C. Define case escalation rules
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 76
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. Do multiple versions of the entitlements need to be created and maintained?
- B. Will customers access selft service resources through Experince Cloud?
- C. It support provoded on a periodic basis and renewed annually?
- D. Do Service Agents need to determine whether a customer is eligible for support?
Answer: D
NEW QUESTION # 77
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Create a Process Builder with Scheduled Actions.
- B. Define Case Auto-Response Rules.
- C. Configure Case Escalation Rules.
- D. Establish Case Assignment Rules.
Answer: C
NEW QUESTION # 78
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated
Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the
lack of quality checking? Choose
2 answers
- A. Set up an intuitive Data Category hierarchy
- B. Require that an article be added when closing a case
- C. Restrict the Manage Articles user permission
- D. Enable and configure wildcards for article searches
Answer: B,D
NEW QUESTION # 79
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Enable Debug Omni Channel routing configuration in SttUp.
- C. Change the owner to a queue associated with the routing configuration,
- D. Open the record you want to route.
- E. Open the Omni-Channel Supervisor tab.
Answer: A,B,E
NEW QUESTION # 80
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 VP of service
- B. The user creating the dashboard
- C. Let the dashboard viewers choose
- D. The dashboard viewer
Answer: D
NEW QUESTION # 81
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. Social Customer Service
- B. Digital Engagement Messaging
- C. Chat for Web and In-App
- D. Einstein Bo
Answer: A
NEW QUESTION # 82
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. High Volume Customer Portal
- D. Service Cloud Portal
Answer: D
NEW QUESTION # 83
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
- A. Post the Files to the Chatter Feed on each Article.
- B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- C. Upload the files as Documents, then relate them to the migrated Articles.
- D. Use the Files Related List on each article to add files to your articles.
Answer: C
NEW QUESTION # 84
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
- A. Configuration a blocking duplicate rule
- B. Set a validation rule
- C. Enable Case Merge.
- D. Create an auto-launched flow.
Answer: D
NEW QUESTION # 85
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A. Update the case assignment rule to add the site member to the predefined case team.
- B. Create a sharing rule to share the contact record with the site member.
- C. Set up a sharing set to grant access based on the site member's contact record.
- D. Change the org-wide default for cases and contacts internal access to private.
Answer: C
NEW QUESTION # 86
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Configure a Live Chat Validation Rule.
- C. Configure Lightning Guided Engagement.
- D. Customize the Pre-chat form.
Answer: D
NEW QUESTION # 87
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Add more support phone lines.
- B. Ask sales reps to respond to support Cases
- C. Provide a self-help Customer Community.
- D. Limit Customers to 5 Cases per day.
Answer: C
NEW QUESTION # 88
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Path for Cases
- C. Lighining Row Component
- D. Service Console Macros
Answer: A
NEW QUESTION # 89
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access based on criteria of the article.
- B. Create a sharing rule for each division to provide access using the role hierarchy.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION # 90
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Use Assignment rules and case queues.
- B. Simplify the interactive voice response (IVR) tree.
- C. Set up Email-to-Case.
- D. Add additional agents to lower average hold time.
Answer: B,D
NEW QUESTION # 91
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lightning Flow Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 92
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Salesforce ADX261 exam consists of 60 multiple-choice questions that you must answer in 105 minutes. The passing score for ADX261 exam is 68%, and it is available in the English language. You can take ADX261 exam either in-person or remotely from your home or office. Salesforce recommends taking the Service Cloud Administration course before attempting the exam.
The ADX261 certification exam evaluates the candidate's knowledge in various areas related to Service Cloud administration, such as managing case queues, configuring email-to-case, creating and managing knowledge articles, designing and implementing service entitlements, and managing service contracts, among others. Passing ADX261 exam demonstrates that the candidate has the skills and knowledge required to design, implement, and manage Service Cloud solutions that meet the needs of their organization.
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