Verified ADX261 Q&As - Pass Guarantee ADX261 Exam Dumps [Q63-Q81]

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Verified ADX261 Q&As – Pass Guarantee ADX261 Exam Dumps

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The 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.

The Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is an excellent way for Salesforce professionals to demonstrate their expertise in Service Cloud Administration and to enhance their career prospects. With the right preparation and dedication, candidates can obtain this certification and take their Salesforce skills to the next level.

NEW QUESTION 63
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

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

NEW QUESTION 64
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

Web-to-Case

Emebedded Chat Service

Customer Community

Case Assignment Rules

NEW QUESTION 65
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Customize service channel settings to define how the organization receives work from various

Create a Salesforce Case to have Omni-Channel enabled.

Create the necessary objects in Salesforce.

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

NEW QUESTION 66
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

Dashboad folder sharing

Org wide default for cases set to private

Dynamic dashboards

Case Object permissions set to create and read

NEW QUESTION 67
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

NEW QUESTION 68
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.

Create a central “Contact Us” page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

NEW QUESTION 69
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

Knowledge One with Article Recommendations

Experience Cloud with self-support

Omni-Channel with Skills-Based Routing.

Live Agent and Live Message

NEW QUESTION 70
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Field Service with Integrated Payments

Experience Cloud with Customer Account Portal template

Einstein Bots with Credit Card Payments

Service Cloud Voice with Tele-pay

NEW QUESTION 71
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

NEW QUESTION 72
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

NEW QUESTION 73
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 knowledge article life cycle that is implemented correctly the first time and does not need to change

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

Reduced first contact resolution

NEW QUESTION 74
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

All open Cases by Priority

All open cases by Channel

All Cases closed Month-to-date

Case resolution time

All Cases by Customer

NEW QUESTION 75
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?

Chat Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

NEW QUESTION 76
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reduced issue resolution time

Reduced support channels

Optimized use of resources

NEW QUESTION 77
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

NEW QUESTION 78
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

Create a Customer Experience Cloud site.

Implement Recommended Articles.

Configure Web-to-Case.

Deploy a Partner Central Community.

NEW QUESTION 79
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

Customer community

Knowledge base

Service cloud console

Automatic call distribution

NEW QUESTION 80
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

Embedded Chat Service

Web-to-CaM

Experience Cloud site

Case Assignment Rules

NEW QUESTION 81
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app in developer org and use an unmanaged package to deploy to production.

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The Salesforce ADX261 (Administer and Maintain Service Cloud) Exam is a certification exam that focuses on the skills and knowledge required to administer and maintain the Service Cloud platform. This exam is designed for professionals who work with the Service Cloud platform and want to demonstrate their expertise in managing the platform effectively. The exam covers a range of topics, including service setup, case management, service console, knowledge management, and more.

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