Grab latest Salesforce ADX261 Dumps as PDF Updated on 2024 [Q39-Q57]

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Grab latest Salesforce ADX261 Dumps as PDF Updated on 2024

Newly Released ADX261 Dumps for Certified Service Cloud Consultant Certified

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.

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.

NO.39 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?

Do multiple versions of the entitlements need to be created and maintained?

It support provoded on a periodic basis and renewed annually?

Do Service Agents need to determine whether a customer is eligible for support?

Will customers access selft service resources through Experince Cloud?

NO.40 Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

Lightning Knowledge

Quick text template

Custom case actions

NO.41 Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
Which approach should the consultant recommend to start AI efforts at CK?

Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

Review and address Case data issues and set up Einstein Classification Apps.

Review and address Case data issues and set up Einstein Article Recommendations.

NO.42 Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

Dynamic Form

Apex Trigger

Quick Action

Scheduled flow

NO.43 what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

Crreate an article action for each record type;assign record types to service agents

Create a page layout for each record type ;assign layouts to servce agents

Create a permission set for each record type ;assignpermisisons to service agents

create a data category for each product assign data categories to service agents.

NO.44 Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

in a Private sharing model, only queue members can take ownership or cases in the Queue.

In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

In a Private sharing model, only queue members and direct reports can view cases in a Queue.

In a Public Read Only sharing model, al users can view cases in a Queue.

NO.45 universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

Contracts and SLASs

Chatter Answers

Contacts

Cases

NO.46 Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?

Topics for objects

Data Category groups

Screen Flow

NO.47 Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement
includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page Questions & Answers PDF Page 6

Process Builder

NO.48 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?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

NO.49 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?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

NO.50 Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

Review and address Case data issues and set up Einstein Classification Apps.

Review and address Case data issues and set up Einstein Article Recommendations.

Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

NO.51 Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

Service Contracts

Salesforce Survey

Entitlement process

NO.52 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 in any article field types.

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.

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

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

NO.53 Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

Email relay

On-Demand Email-to-Case

Email-to-Case

NO.54 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?

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