ADX261 EXAM VCE | ADX261 REAL EXAM QUESTIONS

ADX261 Exam Vce | ADX261 Real Exam Questions

ADX261 Exam Vce | ADX261 Real Exam Questions

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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is designed to test an individual's knowledge and skills in administering and maintaining the Service Cloud platform. Administer and Maintain Service Cloud certification is ideal for professionals who are responsible for managing the Service Cloud platform and ensuring the successful implementation and maintenance of Service Cloud solutions for their organizations. ADX261 Exam includes topics such as account and contact management, case management, knowledge management, service entitlements, and analytics.

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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to test the knowledge and skills of Salesforce professionals in the area of Service Cloud Administration. Administer and Maintain Service Cloud certification is ideal for individuals who are responsible for the maintenance and administration of Service Cloud applications within their organization.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q54-Q59):

NEW QUESTION # 54
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?

  • A. Omni-Channel
  • B. Record Types
  • C. Dynamic Forms

Answer: B

Explanation:
To accommodate different support processes and fields for two separate business groups at Universal Containers (UC), implementing Record Types is the appropriate solution. Record Types enable UC to define different sets of picklist values, page layouts, and processes for each business group's cases. This allows for customization of the user interface and the data model to reflect the specific requirements of each group, ensuring that agents have access to the relevant fields and follow the correct process when managing cases. This customization enhances the efficiency and effectiveness of case management by aligning it with the distinct needs of each business group.


NEW QUESTION # 55
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

  • A. Omni-Channel Supervisor tab
  • B. Cases report sorted by Rep and Case Owner
  • C. Omni-Channel Utility Component
  • D. Cases report sorted by Rep and Case CreatedDate

Answer: A


NEW QUESTION # 56
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

  • A. Einstein Reply Recommendations
  • B. Einstein Case Wrap-Up
  • C. Einstein Article Recommendations

Answer: A


NEW QUESTION # 57
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. Do multiple versions of the entitlements need to be created and maintained?
  • 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. It support provoded on a periodic basis and renewed annually?

Answer: D

Explanation:
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified Reference: : Service Contracts and Entitlements


NEW QUESTION # 58
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan
recommend.

  • A. Contracts and SLASs
  • B. Cases
  • C. Chatter Answers
  • D. Contacts

Answer: C,D


NEW QUESTION # 59
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