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The ADX261 certification exam tests the candidate's knowledge of Service Cloud administration and maintenance concepts. It covers a wide range of topics that includes Service Cloud setup, Service Console, Case Management, Entitlements, Service Contracts, and Reports and Dashboards. ADX261 exam also tests the candidate's knowledge of Service Cloud integration with other Salesforce products and third-party applications.
The ADX261 exam requires a thorough understanding of Salesforce Service Cloud, including its features, capabilities, and best practices. As a professional certifying in ADX261, you will be expected to have experience configuring and maintaining Service Cloud, including its various components such as custom objects, fields, and workflows.
NEW QUESTION # 33
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Use email to case for the client to submit the relevant information to the specialist.
- B. Post a web to case form on the site and assign the case to the specialist for completion.
- C. Create a screen-based flow accessible from the Experience site and internaly.
- D. Add a custom Lightning component to the site and the Case Lightning record page.
Answer: D
NEW QUESTION # 34
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. Define Case Auto-Response Rules.
- B. Establish Case Assignment Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Configure Case Escalation Rules.
Answer: D
NEW QUESTION # 35
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
- A. Service requests art assigned by the support reps to trie technician
- B. Service requests are asstgred to the technician using Omnt-Channel.
- C. Service requests are scheduled using Salesforce Field Service.
- D. Service requests are assigned to a quruc where the technician can accept it.
Answer: B
NEW QUESTION # 36
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?
- A. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
- B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
- C. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
Answer: B
NEW QUESTION # 37
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 # 38
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. Top Articles sorted descending
- B. Most Linked Articles
- C. Most Revised Articles
- D. Search Activity Gaps
Answer: B
NEW QUESTION # 39
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 an auto-response rule to send the article to the customer.
- B. Create a macro to send an email with the article to the customer.
- C. Create a Lightning email template to send the article to the customer.
- D. Create a workflow email alert to send the article to the customer.
Answer: C
NEW QUESTION # 40
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- B. Set up a Salesforce Customer Community that will allow customers to create cases online
- C. Set up analytical snapshots to capture key case information and create historical trending reports
- D. Create case escalation rules to route high priority cases directly to supervisors for resolution
Answer: A,B
NEW QUESTION # 41
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar related list on the case page layout.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 42
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. Lighining Row Component
- B. Service Console Macros
- C. Path for Cases
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 43
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Emebedded Chat Service
- B. Web-to-Case
- C. Customer Community
- D. Case Assignment Rules
Answer: A
NEW QUESTION # 44
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. Web-to-Case
- B. Embedded Chat Service
- C. Customer Community
- D. Case Assignment Rules
Answer: B
NEW QUESTION # 45
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. Upload the files as Documents, then relate them to the migrated Articles.
- C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
- D. Use the Files Related List on each article to add files to your articles.
Answer: B
NEW QUESTION # 46
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Visualforce custom page Questions & Answers PDF Page 6
- B. Auto launch flow
- C. Process Builder
- D. Salesforce Console for Service
Answer: D
NEW QUESTION # 47
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?
- A. It is askewed by calls that are quickly answered
- B. It is the typical experience of a caller.
- C. It captures the same informaion as First Call Resolution.
- D. It includes blocked and abandoned calls.
Answer: D
NEW QUESTION # 48
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 # 49
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
- A. Add the knowledge tab to the service console
- B. Add the knowledge related list to the case record page
- C. Add knowledge component to case record page
- D. Add knowledge data categories to each case
Answer: C
NEW QUESTION # 50
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. Middle-tier integration
- B. Custom Objects
- C. External Objects
- D. Salesforce Connect
Answer: C,D
NEW QUESTION # 51
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Appexchange solution
- B. Custom lightning component
- C. Omni channel
- D. Social Conversation component
Answer: D
NEW QUESTION # 52
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a case validation rule to ensure cases are owned by a user when closed.
- B. Create a Process Builder and Flow to change the owner on closed cases.
- C. Create a case assignment rule to ensure cases are owned by a user when closed.
- D. Use a data tool to update the owner field on closed cases.
Answer: C,D
NEW QUESTION # 53
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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to test the knowledge and skills of individuals who are responsible for managing Service Cloud in a Salesforce environment. Service Cloud is an essential part of the Salesforce platform, and it allows businesses to provide excellent customer service to their clients. The ADX261 exam is an industry-recognized certification that ensures that individuals have the necessary skills to administer and maintain Service Cloud effectively.
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