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Earning the ADX261 certification demonstrates to employers and colleagues that you have the skills and knowledge required to manage the Service Cloud platform effectively. Administer and Maintain Service Cloud certification can help you advance your career as a Salesforce professional and increase your earning potential. Additionally, it provides access to exclusive resources and networking opportunities within the Salesforce community.

 

NEW QUESTION # 82
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. From setup select omnichannel and select enable omni channel
• C. customize service channel settings to define how the org receives work various sources
• D. Create SF cases to have omni channel enabled

Answer: B

NEW QUESTION # 83
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Contact Requests
• B. Embedded Chat Window
• C. Open CT1
• D. Social Customer Service

Answer: B

NEW QUESTION # 84
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 related list to the case record page
• B. Add knowledge data categories to each case
• C. Add knowledge component to case record page
• D. Add the knowledge tab to the service console

Answer: C

NEW QUESTION # 85
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A. Use Open CTI with Pop to flow to capture details.
• B. Use a new customer Path on Contact to capture details.
• C. Use an auto-launched flow to capture details.
• D. Use a global quick action to capture details.

Answer: C

NEW QUESTION # 86
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A. Configure Omni-channel to assign cases directly to Tier 2.
• B. Configure IVR routing to bypass Tier 1 for the product line.
• C. Create a dashboard to track and manage call volumes by type.
• D. Create Knowledge Articles and publish internally and publicly.

Answer: D

NEW QUESTION # 87
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

• A. Digital Engagement Messaging
• B. Social Customer Service
• C. Chat for Web and In-App
• D. Einstein Bo

Answer: B

NEW QUESTION # 88
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. On-Demand Email-to-case
• B. Standard email to case
• C. Web to case forms
• D. Omni channel routing

Answer: A

NEW QUESTION # 89
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

• A. The report contains a chart.
• B. The report chart is added to the Page Layout.
• C. The report is shared with a Chatter Group.
• D. The report is a Summary or Matrix report.
• E. The report has a standard Report Type.

Answer: A,B,D

NEW QUESTION # 90
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

• A. Set up Milestones.
• B. Configure Service Contracts.
• C. Enable Work Orders.
• D. Create an Entitlement Process.

Answer: A,D

NEW QUESTION # 91
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

• A. Create a sharing rule for each division to provide access based on criteria of the article.
• B. Create a single data category group for each division and provide access using the role hierarchy.
• C. Create a sharing rule for each division to provide access using the role hierarchy.
• D. Create separate data category groups for each division and assign the category to a division profile.

Answer: B

NEW QUESTION # 92
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. On-Demand Email-to-Case
• B. web-to-Case
• C. An AppExchange package
• D. Email-to-Case

Answer: A

NEW QUESTION # 93
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. Establish case assignment rules.
• C. Use Flow Builder to create a flow with a scheduled path.
• D. Define case auto-response rules.

Answer: A

NEW QUESTION # 94
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

• A. Chat
• B. Case Auto-Response
• C. Escalation Rules
• D. Facebook Messaging

Answer: A,B

NEW QUESTION # 95
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 Categories no longer control access to articles.
• B. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
• C. Data Category Visibility of AM Categories provides Public Read Only access.
• D. Data Category Visibility of All Categories provides Public Read/Write access.

Answer: D

NEW QUESTION # 96
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?

• A. Assign team-based profiles to the associated product article types
• B. Assign team-based roles to the associated product article types
• C. Assign team-based profiles to the associated product data category value
• D. Assign team-based roles to the associated product data category value

Answer: D

NEW QUESTION # 97
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