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To help candidates overcome this challenge, NewPassLeader offers authentic, accurate, and genuine Salesforce ADX261 PDF Dumps. When preparing for the Administer and Maintain Service Cloud (ADX261) certification exam, candidates need not worry about their preparation notes or the format of the ADX261 Exam because NewPassLeader offers updated Administer and Maintain Service Cloud (ADX261) practice test material.
Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is for Salesforce professionals who want to specialize in administering and maintaining the Service Cloud. Administer and Maintain Service Cloud certification indicates that a professional has the knowledge and skills required to manage and configure Salesforce Service Cloud applications, including the console, case management, knowledge management, and communication channels.
Salesforce ADX261 exam comprises 60 multiple-choice questions that have to be completed within 105 minutes. ADX261 exam is focused on assessing the candidate's knowledge of the Service Cloud platform, including its configuration, maintenance, and administration. ADX261 exam also evaluates the candidate's understanding of the different service cloud features and best practices for implementing them. Candidates who pass the exam will receive the Salesforce Certified Service Cloud Administrator certification, which is a testament to their skills and expertise in Service Cloud administration and management.
Salesforce ADX261 is an exam that focuses on the administration and maintenance of Service Cloud. Administer and Maintain Service Cloud certification is designed for individuals who have experience in administering Salesforce Service Cloud and are looking to take their skills to the next level. ADX261 exam covers a wide range of topics, including case management, knowledge management, service analytics, and contact center management.
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q113-Q118):
NEW QUESTION # 113
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?
- A. Add the Case's Entitlement related list to the Case Lightning Record Page.
- B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
- C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
Answer: B
Explanation:
To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.
NEW QUESTION # 114
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?
- A. Implement Guidance for Success and Knowledge articles.
- B. Implement a third-party app from AppExchange.
- C. Implement flow orchestration with Work Guides
Answer: C
Explanation:
For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations.
NEW 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
- A. On the Calendar right hand panel
- B. On a utility bar of the Lightning App
- C. On a record Highlights Panel
- D. On a record Activity Feed list
Answer: D
NEW QUESTION # 116
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l
had progressed in troubleshooting?
- A. Service Console Macros
- B. Path for Cases
- C. Lighining Row Component
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 117
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
- A. History Utility
- B. Outbound Sales Dialer
- C. Macros
- D. Quick Action
Answer: A,C
Explanation:
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
NEW QUESTION # 118
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