Updated Jan-2024 Premium ADX261 Exam Engine pdf - Download Free Updated 200 Questions
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The Salesforce ADX261 exam covers Service Cloud basic knowledge, management of service entitlements, case escalation and resolution, Lightning Knowledge, Communities, Live Agent, Omni-Channel Routing, service console customization, Salesforce Knowledge, Case Origination, and Problem Management. Candidates should have a solid understanding of these core topics to pass the certification exam.
Salesforce ADX261 Certification Exam is an excellent opportunity for individuals seeking to validate their skills in administering and maintaining Service Cloud. Administer and Maintain Service Cloud certification focuses on testing the technical knowledge and expertise needed to manage a Service Cloud implementation effectively.
NEW QUESTION # 103
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Simplify the interactive voice response (IVR) tree.
- B. Use Assignment rules and case queues.
- C. Set up Email-to-Case.
- D. Add additional agents to lower average hold time.
Answer: A,D
NEW QUESTION # 104
Universal Containers wants to Jet 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-CaM
- B. Embedded Chat Service
- C. Case Assignment Rules
- D. Experience Cloud site
Answer: B
NEW QUESTION # 105
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case age report type
- D. Create a report using the Case historical trending report type
Answer: B
NEW QUESTION # 106
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. Kanban
- B. Extremen Programming
- C. Lean Development
- D. Scrum
Answer: C
NEW QUESTION # 107
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address
before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
- A. create the necessary objects in SF
- B. customize service channel settings to define how the org receives work various sources
- C. Create SF cases to have omni channel enabled
- D. From setup select omnichannel and select enable omni channel
Answer: D
NEW QUESTION # 108
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Benchmark the average cases per agent versus the team average across each case channel
- B. Track not promoter scores as part of an automated survey after case closure for every cote.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Track the average calls per day, average cases per agent, and average cases per case type.
Answer: D
NEW QUESTION # 109
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. Configure Macros
- B. Create multiple Console layouts
- C. Enable Keyboard shortcuts
- D. Define criteria-based record page components
Answer: C
NEW QUESTION # 110
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Create a Chatter group and invite the customer to join with an external chatter user.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: B
NEW QUESTION # 111
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production
Choose 2 answers
- A. Data Import Wizard
- B. Change Sets
- C. Data Loader
- D. Mass Transfer Records
Answer: B,C
NEW QUESTION # 112
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Data Category to assign an article record type to a Reviewer.
Answer: A,D
NEW QUESTION # 113
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- B. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
- D. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Answer: D
NEW QUESTION # 114
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. Configure case escalation rules.
- B. Use Flow Builder to create a flow with a scheduled path.
- C. Establish case assignment rules.
- D. Define case auto-response rules.
Answer: A
NEW QUESTION # 115
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 Social Insights add-on
- B. Social Service Pro add-on
- C. Einstein Reply Recommendations
- D. Service Cloud User feature license
Answer: D
NEW QUESTION # 116
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number
of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?
- A. Service Appointment Bundling
- B. Work Oder Assignment
- C. Operating Hours and Shifts
- D. Field Service Inventory
Answer: D
Explanation:
Field Service Inventory is a feature that allows technicians to track and manage the products they need to complete their work orders. It also helps managers to optimize inventory levels and replenishment across warehouses and service vehicles. By using Field Service Inventory, Ursa Major Solar can ensure that technicians have the required products to complete repairs and minimize the number of rescheduled appointments
NEW QUESTION # 117
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
- A. Data Category Visibility of AM Categories provides Public Read Only access.
- B. Data Category Visibility of All Categories provides Public Read/Write access.
- C. Data Categories no longer control access to articles.
- D. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
Answer: B
NEW QUESTION # 118
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Queues.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Case Assignment Rules to use Users.
Answer: C
NEW QUESTION # 119
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. Search Activity Gaps
- B. Top Articles sorted descending
- C. Most Revised Articles
- D. Most Linked Articles
Answer: D
NEW QUESTION # 120
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