ADX261 Dumps – Grab Out For [NEW-2023] Salesforce Exam [Q18-Q40]

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ADX261 Dumps – Grab Out For [NEW-2023] Salesforce Exam

ADX261 Exam Dumps PDF Guaranteed Success with Accurate & Updated Questions

Salesforce ADX261 exam is an excellent opportunity for professionals to showcase their expertise in Salesforce Service Cloud administration and maintenance. Administer and Maintain Service Cloud certification validates the candidate’s skills and knowledge, making them more marketable and desirable to potential employers. Additionally, the certification provides access to a community of Salesforce professionals, where one can learn from and network with fellow certified professionals.

Q18. Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

Set up separate Entitlement Process for Case and Work Order

Assign the WorV Order to the same Case as the Entitlement Process.

Create or Apex Trigger to assign the Entitlement Process to Work Order.

Work Orders created from a Case automaticallv inherit the Entitlement Process

Q19. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

Q20. Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents” daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

Build a Summary report on Products and Activities.

Set up a reporting snapshot of the case, contact and activity objects.

Create a Custom Report type with activities as the primary object.

Customize the My Teams Calls this week standard report.

Q21. To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

Add the Knowledge related list to the Case record page.

Add the Knowledge tab to the Service Console.

Add Knowledge Data Categories to each Case.

Add the Knowledge Component to the Case record page.

Q22. Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

Define case auto-response rules.

Use Flow Builder to create a flow with a scheduled path.

Establish case assignment rules.

Configure case escalation rules.

Q23. Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

Q24. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

Q25. 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

Q26. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

Q27. Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

Q28. DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

Create a screen-based flow accessible from the Experience site and internaly.

Add a custom Lightning component to the site and the Case Lightning record page.

Post a web to case form on the site and assign the case to the specialist for completion.

Use email to case for the client to submit the relevant information to the specialist.

Q29. Milestones can be added to which two Object types?
Choose 2 answers

Account

Work Order

Last

service

Q30. Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

Change the org-wide default for cases and contacts internal access to private.

Update the case assignment rule to add the site member to the predefined case team.

Create a sharing rule to share the contact record with the site member.

Set up a sharing set to grant access based on the site member’s contact record.

Q31. Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

Define case escalation rules

Configure flow Builder /Process Builder

Activate a validation rule

Create a Case Macro

Q32. 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

Q33. Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be
reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to “Lock the record for editing”.

Q34. Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.
What is the recommended license to meet the requirement?

Service Cloud User feature license

Einstein Reply Recommendations

Einstein Social Insights add-on

Social Service Pro add-on

Q35. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

Q36. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules

Einstein Next Best Action

Service Analytics Predictions

Einstein Reply Recommendations

Q37. 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

Q38. Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK’s industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

Lead Assignment Rules

Queue-Based Routing

Skills-Based Routing

Lightning Flow for Service

Q39. 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

Q40. 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 ?what required step should a consultant address before configuring omni channel ?

Create SF cases to have omni channel enabled

create the necessary objects in SF

customize service channel settings to define how the org receives work various sources

From setup select omnichannel and select enable omni channel

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