[Nov 28, 2023] ADX261 PDF Recently Updated Questions Dumps to Improve Exam Score
ADX261 Dumps Full Questions with Free PDF Questions to Pass
Earning the ADX261 certification demonstrates to employers and colleagues that you have the skills and knowledge required to manage the Service Cloud platform effectively. Administer and Maintain Service Cloud certification can help you advance your career as a Salesforce professional and increase your earning potential. Additionally, it provides access to exclusive resources and networking opportunities within the Salesforce community.
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 # 88
Universal Containers wants to implement a customer service community.
The goal of the community 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 community member to the predefined case team.
- B. Change the org-wide default for cases and contacts internal access to private.
- C. Create a sharing rule to share the contact record with the community member.
- D. Set up a sharing set to grant access based on the community member's contact record.
Answer: D
NEW QUESTION # 89
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
- A. While holding for a support agent
- B. Web-to-case question
- C. An email to case inquiry
- D. On-demand email to case
Answer: C
NEW QUESTION # 90
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the Case Age report type.
- B. Create a report using the Case Snapshot report type.
- C. Create a report using the Case Lifecycle report type.
- D. Create a report using the Case Historical Trending report type.
Answer: B
NEW QUESTION # 91
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 assigned to a quruc where the technician can accept it.
- C. Service requests are asstgred to the technician using Omnt-Channel.
- D. Service requests are scheduled using Salesforce Field Service.
Answer: C
NEW QUESTION # 92
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Scrum
- B. Kanban
- C. Lean Development
- D. Extremen Programming
Answer: C
NEW QUESTION # 93
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. Define case escalation rules
- B. Activate a validation rule
- C. Configure flow Builder /Process Builder
- D. Create a Case Macro
Answer: C
NEW QUESTION # 94
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Create a permission set for each record type ;assignpermisisons to service agents
- B. Crreate an article action for each record type;assign record types to service agents
- C. Create a page layout for each record type ;assign layouts to servce agents
- D. create a data category for each product assign data categories to service agents.
Answer: D
NEW QUESTION # 95
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
- A. Service Console
- B. Social Customer Service
- C. Chat
- D. Messaging
Answer: A,D
NEW QUESTION # 96
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION # 97
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Configure Visual Flows on Salesforce mobile.
- C. Integrate with an enterprise resource planning system.
- D. Develop and publish a knowledge management system
Answer: A
NEW QUESTION # 98
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
- A. Apex Trigger
- B. Smart Links
- C. Approval Process
- D. Article Translation
Answer: B
NEW QUESTION # 99
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Define case auto-response rules.
- B. Configure case escalation rules.
- C. Establish case assignment rules.
- D. Use Flow Builder to create a flow with a scheduled path.
Answer: B
NEW QUESTION # 100
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. Prioritize the requirements based on who submitted them.
- B. Provide a timeline that addresses all the requirements.
- C. Identify the requirements needed for initial GoLive.
- D. Organize the requirements from largest to smallest.
Answer: C
NEW QUESTION # 101
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Omni-Channel Utility widget
- B. Actions & Recommendations component
- C. Global Shared Macro
- D. Personalised navigation menu
Answer: A
NEW QUESTION # 102
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Flow for service
- B. Lightning Process Builder
- C. Interaction Log
- D. Path for Cases
Answer: A,C
NEW QUESTION # 103
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Omni-Channel Routing
- B. Field Service Scheduler
- C. Workforce Engagement Self Scheduling
- D. Visual Remote Assistant
Answer: B
NEW QUESTION # 104
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. Create multiple console layouts
- B. Define criteria-based record page components
- C. Configure Macros
- D. Enable keyboard shortcuts
Answer: D
NEW QUESTION # 105
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. Case Auto-Response
- B. Facebook Messaging
- C. Escalation Rules
- D. Chat
Answer: A,D
NEW QUESTION # 106
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. Add the Suggested Article widget to the Case page layout.
- D. Create email templates with Knowledge Articles attached.
Answer: B
NEW QUESTION # 107
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process'
Choose 2 answers
- A. Global Quick Action
- B. Email Temp ates
- C. Quick Text
- D. Macros
Answer: B,C
NEW QUESTION # 108
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant
configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. create a lightning email template to sned artilce to customer
- C. create a workflow email alert to send the artilce to the customer
- D. Create a macro to send an email with the article to customer
Answer: B
NEW QUESTION # 109
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Article numbers change during migration.
- B. Approval process history migrate to Lightning Knowledge.
- C. Visualforce pages refer to Classic article types.
- D. Attachments and .html files in Classic Knowledge are moved to the Files object.
- E. Each article must be associated to a record type.
Answer: B,D,E
NEW QUESTION # 110
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