ADX261 Questions PDF [2024] Use Valid New dump to Clear Exam
Passing Salesforce ADX261 Exam Using 2024 Practice Tests
To be eligible for the ADX261 certification exam, candidates must have already passed the Salesforce Certified Administrator exam. They should also have at least six months of experience working with Service Cloud and a good understanding of its features and functionality. ADX261 exam consists of 60 multiple-choice questions and candidates have 105 minutes to complete it. The passing score for the exam is 65%, and the exam fee is $200. Upon passing the exam, the candidate will receive the Salesforce Certified Service Cloud Consultant credential, which is recognized by employers and industry peers as a mark of expertise in administering and maintaining Service Cloud.
By passing the Salesforce ADX261 exam, professionals can demonstrate their proficiency in Service Cloud administration, which can open up a range of career opportunities in fields such as customer service management, technical support, and CRM administration. Administer and Maintain Service Cloud certification can also enhance an individual's credibility in the industry and increase their earning potential.
NEW QUESTION # 46
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. Track not promoter scores as part of an automated survey after case closure for every cote.
- B. Measure difference in CSAT ol cases with and without articles attached.
- C. Track the average calls per day, average cases per agent, and average cases per case type.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: C
NEW QUESTION # 47
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Global search
- B. Search utility component
- C. Comments list view
- D. Comment search component
Answer: A
NEW QUESTION # 48
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 a macro to send an email with the article to customer
- B. create a workflow email alert to send the artilce to the customer
- C. create a lightning email template to sned artilce to customer
- D. create an auto response rule to send the article to teh customer
Answer: C
NEW QUESTION # 49
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Lightning Console
- B. Salesforce Mobile App
- C. Employee Community
- D. Field Service Lightning
Answer: D
NEW QUESTION # 50
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lighining Row Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 51
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Reporting Snapshots by call center
- B. Case report grouped by call center
- C. Report Subscriptions by call center
- D. DynamicDahsbaord by Call Center
Answer: A
NEW QUESTION # 52
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. It support provoded on a periodic basis and renewed annually?
- B. Do Service Agents need to determine whether a customer is eligible for support?
- C. Will customers access selft service resources through Experince Cloud?
- D. Do multiple versions of the entitlements need to be created and maintained?
Answer: B
NEW QUESTION # 53
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. Deploy a Partner Central Community.
- B. Configure Web-to-Case.
- C. Create a Customer Experience Cloud site.
- D. Implement Recommended Articles.
Answer: D
NEW QUESTION # 54
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 # 55
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. Email-to-Case
- C. An AppExchange package
- D. On-Demand Email-to-Case
Answer: D
NEW QUESTION # 56
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Total number of accound and contact records in the database
- B. Case closure rules on the original case
- C. Work order and customer contact escalation requiements
- D. Accoun team relationship to the primary contact
- E. Visibility and accesst to the work order records
Answer: B,C,E
NEW QUESTION # 57
A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?
- A. Use an Einstein Bots Chat to handle common issues.
- B. Use Omni-Channel Supervisor to monitor agents' chat sessions.
- C. Use skills-based routing in Salesforce Messaging.
- D. Use Einstein Chat Insight to identify areas to improve.
Answer: B
NEW QUESTION # 58
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
- A. Establish Duplicate Rules to find similar cases.
- B. Change the Run Apex As User to a service agent profile.
- C. Configure a Macro to close the duplicate case
- D. In Inbound Setting, set Enable Case Reopen to 3 days.
Answer: A
NEW QUESTION # 59
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. Omni-Channel
- B. Record Types
- C. Page Layouts
- D. Article Types
- E. Support Processes
Answer: A,B,E
NEW QUESTION # 60
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 knowledge data categories to each case
- D. Add the knowledge related list to the case record page
Answer: B
NEW QUESTION # 61
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. Case Assignment Rules
- B. Web-to-CaM
- C. Embedded Chat Service
- D. Experience Cloud site
Answer: C
NEW QUESTION # 62
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. Mass Transfer Records
- B. Change Sets
- C. Data Import Wizard
- D. Data Loader
Answer: B,D
NEW QUESTION # 63
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Salesforce ADX261 exam is a valuable credential for professionals who want to demonstrate their expertise in administering and maintaining the Service Cloud platform. It requires a deep understanding of Service Cloud functionality and best practices, as well as hands-on experience with the platform. With proper preparation and study, passing the ADX261 exam can open up new career opportunities and help professionals advance in their Salesforce careers.
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