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Best Quality Salesforce ADX261 Exam Questions
The ADX261 exam covers a wide range of topics, including Service Cloud setup, data management, case management, and analytics. ADX261 exam also includes questions on collaboration and automation in Service Cloud, as well as integration with other Salesforce products. ADX261 exam is intended for administrators who have experience with Service Cloud and are familiar with its key features and capabilities.
Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to assess the knowledge and skills of professionals who work with Service Cloud. Service Cloud is a powerful customer service management platform provided by Salesforce. Administer and Maintain Service Cloud certification exam is intended for professionals who are responsible for configuring, implementing, and managing Service Cloud solutions in their organizations. It is also suitable for those who are seeking to enhance their skills and knowledge of Service Cloud.
Salesforce ADX261 exam comprises 60 multiple-choice questions that have to be completed within 105 minutes. ADX261 exam is focused on assessing the candidate's knowledge of the Service Cloud platform, including its configuration, maintenance, and administration. ADX261 exam also evaluates the candidate's understanding of the different service cloud features and best practices for implementing them. Candidates who pass the exam will receive the Salesforce Certified Service Cloud Administrator certification, which is a testament to their skills and expertise in Service Cloud administration and management.
NEW QUESTION # 33
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. Email-to-Case
- B. Web-to-Case
- C. Outlook Integration
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION # 34
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed.
- B. Remove filter criteria from the views.
- C. Filter the views by case owner.
- D. Restrict visibility of the views.
Answer: A,C
NEW QUESTION # 35
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. Contact Request flow
- B. Lightning Component
- C. Direct Messaging
- D. Case queues
Answer: A
NEW QUESTION # 36
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Enable keyboard shortcuts
- B. Configure Macros
- C. Create multiple console layouts
- D. Define criteria-based record page components
Answer: A
NEW QUESTION # 37
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. High Volume Customer Portal
- C. Customer Community
- D. Lightning External Apps Starter
Answer: A
NEW QUESTION # 38
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION # 39
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
- A. Dashboad folder sharing
- B. Case Object permissions set to create and read
- C. Org wide default for cases set to private
- D. Dynamic dashboards
Answer: C,D
NEW QUESTION # 40
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Customer is shown the new Representative's Name
- B. The Customer does not know they were transferred.
- C. Both Service Reps can chat with the Customer.
- D. The Chat Transcript and Case are transferred.
Answer: A,D
NEW QUESTION # 41
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Optimize the customer community for mobile devices to have access to the same support as desktops.
- E. Create a central "Contact Us" page which provides access to all available channels.
Answer: C,D,E
NEW QUESTION # 42
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. Set up Email-to-Case.
- C. Add additional agents to lower average hold time.
- D. Simplify the interactive voice response (IVR) tree.
Answer: C,D
NEW QUESTION # 43
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the
past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Plan, prepare, test, execute, validate.
- B. Prepare, plan, validate, execute, test
- C. Prepare, plan, Test, execute, validate.
- D. Plan, prepare, validate, execute, test
Answer: A
NEW QUESTION # 44
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Create multiple Console layouts
- D. Define criteria-based record page components
Answer: A
NEW QUESTION # 45
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Import the records and use duplicate management
- B. Deduplicate the data before importing into SF
- C. Install data quality analysis dashboards from the appexchange
- D. Import records and cretae a a worflow rule to change the data type
- E. Standardize all rows to match salesforce data types
Answer: B,C,E
NEW QUESTION # 46
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. Create a formula to build the macro logic around
- D. Add a formula block to the macro
Answer: C,D
NEW QUESTION # 47
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use a new customer Path on Contact to capture details.
- B. Use a global quick action to capture details.
- C. Use an auto-launched flow to capture details.
- D. Use Open CTI with Pop to flow to capture details.
Answer: C
NEW QUESTION # 48
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Contact Request
- B. Field Service
- C. omni Channel
- D. Mobile Connect
Answer: B
NEW QUESTION # 49
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. Cross-Object Formula
- B. Lookup Filter
- C. Approval Process
- D. Auto-Add Milestones
Answer: B
NEW QUESTION # 50
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. Email-to-Case
- B. Web-to-Case
- C. On-Demand Email-to-Case
- D. Salesforce for Outlook
Answer: A
NEW QUESTION # 51
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. Contact Request flow
- B. Lightning Component
- C. Direct Messaging
- D. Case queues
Answer: A
NEW QUESTION # 52
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. Will customers access selft service resources through Experince Cloud?
- B. It support provoded on a periodic basis and renewed annually?
- C. Do multiple versions of the entitlements need to be created and maintained?
- D. Do Service Agents need to determine whether a customer is eligible for support?
Answer: D
NEW QUESTION # 53
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Web-to-case
- B. Social Customer Service
- C. Email-to-case
- D. Chat
Answer: C
NEW QUESTION # 54
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. Require that an article be added when closing a case
- B. Restrict the Manage Articles user permission
- C. Set up an intuitive Data Category hierarchy
- D. Enable and configure wildcards for article searches
Answer: A,D
NEW QUESTION # 55
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Page Layouts
- C. Omni-Channel
- D. Record Types
- E. Article Types
Answer: A,C,D
NEW QUESTION # 56
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Activity Feed list
- B. On the Calendar right hand panel
- C. On a record Highlights Panel
- D. On a utility bar of the Lightning App
Answer: A
NEW QUESTION # 57
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