Salesforce Certified ADX261 Dumps Questions Valid ADX261 Materials [Q104-Q122]

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Salesforce Certified ADX261 Dumps Questions Valid ADX261 Materials

Current ADX261 Exam Dumps [2024] Complete Salesforce Exam Smoothly

Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is a valuable certification for professionals who aim to validate their expertise in managing and maintaining Service Cloud instances. Administer and Maintain Service Cloud certification demonstrates the candidate’s ability to configure and customize Service Cloud to meet the business requirements and provide excellent customer service. A Salesforce ADX261 certified professional can help their organization to increase productivity, reduce costs, and improve customer satisfaction.

QUESTION 104
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents’ responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

Chat Supervisor tab and Whisper Messages

Incident Management tab and Whisper Messages

Omni-Channel Supervisor and Whisper Messages

QUESTION 105
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

Develop custom Knowledge reports and dashboards.

Create a review board to evaluate and manage Knowledge articles.

Install the Knowledge Base Dashboards & Reports AppExchange package.

QUESTION 106
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

Focus on scalability for handling high inquiry volume.

Work on integrating with social media platforms.

Emphasize continuous monitoring of chat.

QUESTION 107
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?

Configure a self-service Knowledge Base.

Configure Skills-Based Routing for service channels.

Create auto-response templates for Case emails.

QUESTION 108
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?

Create separate data category groups for each division and assign the category to a division profile.

Create a sharing rule for each division to provide access using the role hierarchy.

Create a sharing rule for each division to provide access based on criteria of the article.

Create a single data category group for each division and provide access using the role hierarchy.

QUESTION 109
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?

Change the Run Apex As User to a service agent profile.

In Inbound Setting, set Enable Case Reopen to 3 days.

Establish Duplicate Rules to find similar cases.

Configure a Macro to close the duplicate case

QUESTION 110
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

QUESTION 111
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

View All for Case

Case teams

Manager groups

QUESTION 112
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

Migrate child cases first.

Migrate parent cases first

{0} Migrate parent and child cases together.

QUESTION 113
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

QUESTION 114
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

QUESTION 115
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

QUESTION 116
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

QUESTION 117
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

QUESTION 118
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

Change set

Manuallyre create the Permission sets

Create an Unmanaged package

Publish a Managed package

QUESTION 119
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

Global Shared Macro

Omni-Channel Utility widget

Actions & Recommendations component

Personalised navigation menu

QUESTION 120
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

QUESTION 121
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

Incorporate the additional requirements to the project scope and continue with the original project schedule.

Prepare a change order to account for the additional requirements and communicate the new project schedule.

Document the gap in requirements and discuss the schedule and budget Impact with the project team.

QUESTION 122
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

Average call handle time by team.

Number of cases created – – Site by month

Number of IVR inquiries without agent involvement.

Number of cases closed by a self-service user

Salesforce ADX261 certification is a valuable credential for professionals who want to demonstrate their expertise in Service Cloud administration and maintenance. It is a globally recognized certification that is highly sought after by employers. Salesforce certification holders are in high demand due to the platform’s popularity and the need for skilled professionals to help organizations maximize their investment in Salesforce. By earning this certification, candidates can differentiate themselves in the job market and improve their career prospects.

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