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Salesforce ADX261: Administer and Maintain Service Cloud Exam is designed for professionals who want to enhance their skills and knowledge in the Service Cloud domain. Administer and Maintain Service Cloud certification exam is ideal for administrators, consultants, and developers who want to demonstrate their expertise in Service Cloud implementation and management. Passing ADX261 exam validates your knowledge of Service Cloud features, functionality, and best practices.
NEW QUESTION # 93
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. Standard Email-to-case
- B. Apex Email Service
- C. Web-to-Case forms
- D. On-Domand Emali-to-Case
Answer: A,D
NEW QUESTION # 94
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. Change the owner to a queue associated with the routing configuration,
- C. Open the Omni-Channel Supervisor tab.
- D. Enable Debug Omni Channel routing configuration in SttUp.
- E. Open the record you want to route.
Answer: A,C,D
NEW QUESTION # 95
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. Ask sales reps to respond to support Cases
- B. Add more support phone lines.
- C. Provide a self-help Customer Community.
- D. Limit Customers to 5 Cases per day.
Answer: C
NEW QUESTION # 96
Milestones can be added to which two Object types?
Choose 2 answers
- A. Account
- B. service
- C. Work Order
- D. Last
Answer: C,D
NEW QUESTION # 97
Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?
- A. Einstein Reply Recommendations
- B. Service Cloud User feature license
- C. Einstein Social Insights add-on
- D. Social Service Pro add-on
Answer: B
NEW QUESTION # 98
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. ConfigureLightningGuided Engagement
- B. Configure a chat validation rule
- C. Customize the lightning console chat page
- D. Customize the pre chat form
Answer: D
NEW QUESTION # 99
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report has a standard Report Type.
- B. The report is a Summary or Matrix report.
- C. The report chart is added to the Page Layout.
- D. The report contains a chart.
- E. The report is shared with a Chatter Group.
Answer: B,C,D
NEW QUESTION # 100
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
- A. Publisher Actions
- B. Omni-Channel
- C. Chatter
- D. Quick Text
- E. Macros
Answer: A,D,E
NEW QUESTION # 101
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Case tabs with Account subtabs
- B. Account tabs and Cases tab
- C. Account tab with Cases related list
- D. Account tabs with Case Subtabs
Answer: C
NEW QUESTION # 102
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Knowledge Component to the Service Console.
- C. Create email templates with Knowledge Articles attached.
- D. Add the Suggested Article widget to the Case page layout.
Answer: B
NEW QUESTION # 103
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. Ask sales reps to respond to support Cases
- B. Add more support phone lines.
- C. Provide a self-help Customer Community.
- D. Limit Customers to 5 Cases per day.
Answer: C
NEW QUESTION # 104
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Identify the requirements needed for initial GoLive.
- B. Prioritize the requirements based on who submitted them.
- C. Provide a timeline that addresses all the requirements.
- D. Organize the requirements from largest to smallest.
Answer: A
NEW QUESTION # 105
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Experience Cloud with Customer Account Portal template
- C. Service Cloud Voice with Tele-pay
- D. Field Service with Integrated Payments
Answer: C
NEW QUESTION # 106
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Ensure View All Data is not assigned to users.
- B. Add multiple Dashboard Filters.
- C. Use a Dynamic Dashboard based on running user.
- D. Configure e deshboerd refresh schedule.
Answer: C
NEW QUESTION # 107
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Enable the Moderation feature to automatically create cases from posts.
- B. Create and assign permission sets to give agents social account access.
- C. Retrieve Social Studio credentials.
- D. Select two Twitter or Facebook accounts.
Answer: B,D
NEW QUESTION # 108
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 are assigned to a quruc where the technician can accept it.
- B. Service requests art assigned by the support reps to trie technician
- C. Service requests are asstgred to the technician using Omnt-Channel.
- D. Service requests are scheduled using Salesforce Field Service.
Answer: C
NEW QUESTION # 109
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Grant Authors access to the FAQ article type.
- B. Add Authors to the FaQ Data Category.
- C. Set article Org Wide Default to Public ReadWrite.
- D. Grant Authors access to the FaQ record type
Answer: D
NEW QUESTION # 110
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Prepare, Plan, Test, Execute, Validate
Answer: B
NEW QUESTION # 111
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 knowledge component to case record page
- C. Add the knowledge related list to the case record page
- D. Add knowledge data categories to each case
Answer: B
NEW QUESTION # 112
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. On-Demand Email-to-case
- B. Web to case forms
- C. Omni channel routing
- D. Standard email to case
Answer: A
NEW QUESTION # 113
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 Channel
- B. All Cases by Customer
- C. All Cases closed Month-to-date
- D. All open Cases by Priority
- E. Case resolution time
Answer: A,D,E
NEW QUESTION # 114
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