(2024) PASS ADX261 exam with Salesforce ADX261 Real Exam Questions
Real exam questions are provided for Certified Service Cloud Consultant tests, which can make sure you 100% pass
Salesforce ADX261 exam is a proctored, multiple-choice test that comprises 60 questions. ADX261 exam is timed and must be completed within 105 minutes. The passing score for the ADX261 exam is 67%, and candidates who pass the exam are awarded the Salesforce Certified Service Cloud Consultant credential.
Salesforce ADX261 exam is a comprehensive certification program that tests the candidate's knowledge and skills in administering and maintaining Salesforce Service Cloud. ADX261 exam is designed for professionals who have experience in managing Service Cloud and want to gain formal recognition for their expertise. Administer and Maintain Service Cloud certification provides access to a community of Salesforce professionals and validates the candidate's skills and knowledge, making them more marketable and desirable to potential employers.
NEW QUESTION # 90
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. Approval Process
- B. Cross-Object Formula
- C. Lookup Filter
- D. Auto-Add Milestones
Answer: C
NEW QUESTION # 91
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 Loader
- B. Data Import Wizard
- C. Change Sets
- D. Mass Transfer Records
Answer: A,C
NEW QUESTION # 92
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. Article Types
- C. Omni-Channel
- D. Page Layouts
- E. Record Types
Answer: A,C,E
NEW QUESTION # 93
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. Web-to-case question
- B. On-demand email to case
- C. While holding for a support agent
- D. An email to case inquiry
Answer: D
NEW QUESTION # 94
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. Most Revised Articles
- C. Top Articles sorted descending
- D. Most Linked Articles
Answer: D
NEW QUESTION # 95
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. Web to case forms
- B. On-Demand Email-to-case
- C. Omni channel routing
- D. Standard email to case
Answer: B
NEW QUESTION # 96
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Comments list view
- B. Search utility component
- C. Comment search component
- D. Global search
Answer: D
NEW QUESTION # 97
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users.
- B. Install an adapter from AppExdiange to work with third-party CTI systems.
- C. Enable Live Agent in their community to chat with an agent.
- D. Create a softphone layout and assign to user profiles.
- E. Assign the correct Salesforce users to the Call Center.
Answer: B,D,E
NEW QUESTION # 98
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant authors access to the FAQ records type
- B. Set Article Or Wide to Public Read Write
- C. Grant Authors acess to FAQ artcle type
- D. Add Authors to the FAQ data category
Answer: A
NEW QUESTION # 99
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
- A. Configure Web-to-Case.
- B. Deploy a Partner Central Community.
- C. Create a Customer Experience Cloud site.
- D. Implement Recommended Articles.
Answer: D
NEW QUESTION # 100
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 asstgred to the technician using Omnt-Channel.
- B. Service requests are scheduled using Salesforce Field Service.
- C. Service requests are assigned to a quruc where the technician can accept it.
- D. Service requests art assigned by the support reps to trie technician
Answer: A
NEW QUESTION # 101
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. create a data category for each product assign data categories to service agents.
- C. Create a page layout for each record type ;assign layouts to servce agents
- D. Crreate an article action for each record type;assign record types to service agents
Answer: B
NEW QUESTION # 102
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. Limit Customers to 5 Cases per day.
- B. Ask sales reps to respond to support Cases
- C. Provide a self-help Customer Community.
- D. Add more support phone lines.
Answer: C
NEW QUESTION # 103
Milestones can be added to which three object types?
Choose 3 Answers
- A. Work order
- B. Account
- C. Entitlement
- D. Case
- E. Service
Answer: A,D
NEW QUESTION # 104
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in developer org and use an unmanaged package to deploy to production.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: A
NEW QUESTION # 105
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of Knowledge articles created each month.
- B. Number of cases created using Communities by month.
- C. Average call handle time by team.
- D. Number of cases closed by self-service users.
Answer: B,D
NEW QUESTION # 106
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Omni-Channel with prioritized queues
- B. Lightning Email with web routing prioritization
- C. Standard Email-to-Case with assignment rules
- D. Standard Web-to-Case with assignment rules
Answer: C
NEW QUESTION # 107
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. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. 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.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: B
NEW QUESTION # 108
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Omni-channel Supervisor
- B. Case Feed
- C. Push Notifications
- D. Next Best Actions
Answer: A
NEW QUESTION # 109
......
Latest ADX261 Pass Guaranteed Exam Dumps Certification Sample Questions: https://pass4sure.practicetorrent.com/ADX261-practice-exam-torrent.html