Regular Free Updates ADX261 Dumps Real Exam Questions Test Engine Apr 02, 2024 [Q84-Q108]

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Regular Free Updates ADX261 Dumps Real Exam Questions Test Engine Apr 02, 2024

Practice Test Questions Verified Answers As Experienced in the Actual Test!

Salesforce ADX261 exam is a 90-minute exam consisting of 60 multiple-choice questions. ADX261 exam is available in English and Japanese language and can be taken in-person or online. ADX261 exam tests the candidate’s knowledge of the Service Cloud, including the ability to set up and configure the Service Cloud, create and manage cases, and configure the Service Console. Candidates who pass the exam will receive a Salesforce Certified Service Cloud Consultant certification.

Upon passing the ADX261 certification exam, candidates will receive the Salesforce Certified Service Cloud Administrator credential, which is a recognized industry standard for professionals who manage customer service processes and technologies. Administer and Maintain Service Cloud certification validates the candidates’ skills and knowledge in administering and maintaining the Salesforce Service Cloud platform, making them more competitive in the job market and more valuable to their organizations.

Q84. Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

Q85. 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?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

Q86. Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

Self-service deflects easy cases, leaving more complex cases for agents.

Customers are spending additional time searching for answers.

Agents do not have access to the same Knowledge articles as customers.

Customers must spend additional time registering for the portal.

Q87. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

Q88. Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents” daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

Build a Summary report on Products and Activities.

Set up a reporting snapshot of the case, contact and activity objects.

Create a Custom Report type with activities as the primary object.

Customize the My Teams Calls this week standard report.

Q89. Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

Filter the views by case owner.

Restrict visibility of the views.

Reduce the number of fields displayed.

Remove filter criteria from the views.

Q90. Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the
same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

Let the dashboard viewers choose

The user creating the dashboard

The VP of service

The dashboard viewer

Q91. Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?

Organize up to 200 categories in each category group.

Consolidate into 3 or fewer category groups.

Reorganize Into a hierarchy with 6 or fewer levels.

Assign up to 10 data categories per category group to each article.

Q92. How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.

Add the Knowledge tab to the Console app.

Create email templates with Knowledge Articles attached.

Add the Suggested Article widget to the Case page layout.

Q93. 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 ?

Create SF cases to have omni channel enabled

create the necessary objects in SF

customize service channel settings to define how the org receives work various sources

From setup select omnichannel and select enable omni channel

Q94. 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

Omni-Channel

Page Layouts

Record Types

Support Processes

Article Types

Q95. Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

Knowledge Only User

Satesforce

WDC Only User

Salesforce Platform

Q96. 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?

Create a report using the Case Lifecycle report type.

Create a report using the Case Age report type.

Create a report using the Case Historical Trending report type.

Create a report using the Case Snapshot report type.

Q97. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

Reduced first contact resolution

Q98. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

Q99. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Q100. Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

Enable Case Merge.

Create an auto-launched flow.

Configuration a blocking duplicate rule

Set a validation rule

Q101. universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

Q102. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

Q103. 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?

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

Q104. Support cent©’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process **
Choose 2 answers

Quick Action

Outbound Sales Dialer

Macros

History Utility

Q105. Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement
includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

Q106. Milestones can be added to which two Object types?
Choose 2 answers

Account

Work Order

Last

service

Q107. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

On a utility bar of the Lightning App

On a record Highlights Panel

On a record Activity Feed list

On the Calendar right hand panel

Q108. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value