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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.
Salesforce is a leading provider of cloud-based customer relationship management (CRM) software solutions that help businesses of all sizes streamline their sales, marketing, and customer service operations. As a Salesforce administrator, it is essential to stay up-to-date with the latest features and functionalities of its various products to ensure the smooth running of a business's operations. One such product is Service Cloud, which provides a platform for businesses to deliver exceptional customer service experiences.
NEW QUESTION # 21
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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. Average call handle time by team.
- B. Number of cases created - - Site by month
- C. Number of cases closed by a self-service user
- D. Number of IVR inquiries without agent involvement.
Answer: B,C
NEW QUESTION # 22
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. Email-to-Case
- B. Web-to-Case
- C. On-Demand Email-to-Case
- D. Outlook Integration
Answer: A
NEW QUESTION # 23
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 joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION # 24
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Contact Request flow
- B. Direct Messaging
- C. Lightning Component
- D. Case queues
Answer: A
NEW QUESTION # 25
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Use Einstein Next Best Action.
- B. Improve Validation Ru!e messages.
- C. Configure Path for Cases.
- D. Implement record types and pege layouts.
Answer: D
NEW QUESTION # 26
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. Case Assignment Rules
- D. Customer Community
Answer: A
NEW QUESTION # 27
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. Mass Transfer Records
- D. Data Loader
Answer: B,D
NEW QUESTION # 28
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Assignment
- B. Entitlements and Milestones
- C. Case Escalation
- D. Salesforce Console
Answer: B
NEW QUESTION # 29
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7
- A. Filter on Status equals Ctosea Resolved
- B. Filter where Closed Date equals Created Date
- C. Filter or Cosed When Created equals true
- D. Filter where Dete/Time Opened equals Created Date
Answer: D
NEW QUESTION # 30
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. Create a softphone layout and assign to user profiles.
- 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. Assign the Salesforce CTI license to Salesforce users.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,B,E
NEW QUESTION # 31
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 SF cases to have omni channel enabled
- B. create the necessary objects in SF
- C. customize service channel settings to define how the org receives work various sources
- D. From setup select omnichannel and select enable omni channel
Answer: D
NEW QUESTION # 32
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Service Console case creation configuration
- B. Lightning Console enablement
- C. Call Center Definition File creation
- D. CTI Adapter configuration
Answer: C,D
NEW QUESTION # 33
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
- A. Sequential
- B. No Resource
- C. Independent
- D. Auto-Add
Answer: A
NEW QUESTION # 34
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Validation rule
- B. Workflow
- C. A Process Builder
- D. Assignment rule
Answer: C
NEW QUESTION # 35
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. Establish Case Assignment Rules.
- B. Create a Process Builder with Scheduled Actions.
- C. Define Case Auto-Response Rules.
- D. Configure Case Escalation Rules.
Answer: D
NEW QUESTION # 36
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Salesforce ADX261 certification is an excellent way for administrators and consultants to demonstrate their expertise in Service Cloud administration and maintenance. By passing the exam, candidates can gain a competitive edge in the job market and position themselves as trusted advisors to their clients.
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