Salesforce ADX261 Premium Exam Engine pdf - Download Free Updated 150 Questions
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The 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.
NEW QUESTION # 29
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. customer satisfaction Survey
- B. Customer Purchase History
- C. Service Level Agreement
- D. Customer Support Requests
- E. Net promoter Score
Answer: A,B,E
NEW QUESTION # 30
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Email-to-case
- B. Social Customer Service
- C. Chat
- D. Web-to-case
Answer: A
NEW QUESTION # 31
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Create and assign permission sets to give agents social account access.
- B. Enable the Moderation feature to automatically create cases from posts.
- C. Select two Twitter or Facebook accounts.
- D. Retrieve Social Studio credentials.
Answer: A,C
NEW QUESTION # 32
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 reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION # 33
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. Both Service Reps can chat with the customer
- B. The chat transcripts and case are transferred
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
Answer: B,D
NEW QUESTION # 34
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. A knowledge article life cycle that evolves based on usage and demand
- B. Reduced first contact resolution
- C. Reduced issue resolution time
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
Answer: B,C
NEW QUESTION # 35
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Service Analytics Predictions
- B. Einstein Reply Recommendations
- C. Einstein Next Best Action
- D. Validation Rules
Answer: B
NEW QUESTION # 36
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types will be created as part of the import.
- B. Multiple Article Record Types can be imported in the same CSV.
- C. Article Record Types must be created before the import.
- D. Each Article Record Type must be in a separate CSV.
Answer: B,C
NEW QUESTION # 37
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
- A. Verify that users are assigned the Chat user profile
- B. Verify that users are assigned the Chat feature license.
- C. Verify that users have access to the Chat buttons.
- D. Verify that users have access to the Chat public group.
Answer: B
NEW QUESTION # 38
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Approve articles from the Knowledge approval page to Publish.
- B. Agents must click Publish after the Approval Process.
- C. The Approval Process will automatically Publish.
- D. Set the final approval action to "Lock the record for editing".
Answer: B
NEW QUESTION # 39
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. Configure Case Escalation Rules.
- D. Define Case Auto-Response Rules.
Answer: C
NEW QUESTION # 40
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. Most Revised Articles
- B. Most Linked Articles
- C. Search Activity Gaps
- D. Top Articles sorted descending
Answer: B
NEW QUESTION # 41
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Change Sets
- B. Manual configuration
- C. Mass Transfer Records
- D. Data Loader
Answer: A
NEW QUESTION # 42
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Add Data Category Groups.
- C. Create Article Translation.
- D. Enable Suggested Articles.
Answer: D
NEW QUESTION # 43
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
- A. Custom Objects
- B. External Objects
- C. Middle-tier integration
- D. Salesforce Connect
Answer: B,D
NEW QUESTION # 44
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Omni-Channel Routing
- B. Visual Remote Assistant
- C. Workforce Engagement Self Scheduling
- D. Field Service Scheduler
Answer: D
NEW QUESTION # 45
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article submission during case close.
- B. Enable agents to create their own personal articles.
- C. Enable suggested articles on new cases.
- D. Create an email template to send articles as PDF attachments.
- E. Enable article customization for open cases.
Answer: A,C,D
NEW QUESTION # 46
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The Salesforce ADX261: Administer and Maintain Service Cloud Exam is an excellent opportunity for professionals who want to validate their skills and knowledge in Service Cloud administration and maintenance. It is a comprehensive assessment that tests your understanding of various Service Cloud features and functionality. Achieving this certification can boost your career growth opportunities and increase your earning potential.
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. This 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.
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