Pass ADX261 Exam in First Attempt Guaranteed 100% Cover Real Exam Questions [Apr-2024]
Valid ADX261 test answers & Salesforce ADX261 exam pdf
To become a certified Salesforce Service Cloud Administrator, candidates must pass the Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam. Administer and Maintain Service Cloud certification exam validates the candidate's ability to implement, configure, and maintain Salesforce Service Cloud solutions. Administer and Maintain Service Cloud certification also demonstrates the candidate's proficiency in managing service entitlements, designing and configuring Service Cloud Automation, and analyzing Service Cloud data.
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.
NEW QUESTION # 56
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Service Cloud Voice with Tele-pay
- B. Experience Cloud with payment processing
- C. Einstein Bots with check processing
Answer: B
Explanation:
To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency.
NEW QUESTION # 57
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure all users refrain from logging into production for an entire day prior to deployment.
- B. Select a window of time when users will NOT be making changes to the organization.
- C. Plan and communicate the deployment to all users of the organization in advance.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Migrate a test deployment to a staging environment for a smoother real-life experience.
Answer: B,C,E
Explanation:
These are three best practices that should be used when deploying Salesforce functionality to production. Planning and communicating the deployment to all users of the organization in advance will help avoid confusion and disruption, as well as ensure user adoption and feedback. Selecting a window of time when users will NOT be making changes to the organization will prevent data loss, conflicts, and errors during the deployment process. Ensuring all users refrain from logging into production for an entire day prior to deployment will minimize the risk of overwriting or corrupting the deployed functionality. Verified Reference: : https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models/plan-and-prepare-for-deployments : https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models/deploy-changes-to-production
NEW QUESTION # 58
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
- A. Prepare, plan, Test, execute, validate.
- B. Plan, prepare, validate, execute, test
- C. Plan, prepare, test, execute, validate.
- D. Prepare, plan, validate, execute, test
Answer: C
Explanation:
Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified Reference: : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices
NEW QUESTION # 59
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Open the Omni-Channel Supervisor tab.
- B. Open the record you want to route.
- C. Change the owner to a queue associated with the routing configuration,
- D. Enable Debug Omni Channel routing configuration in SttUp.
- E. Log in as a user who is enabled for Omni-Channel access.
Answer: A,D,E
NEW QUESTION # 60
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?
- A. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create a Salesforce Case to have Omni-Channel enabled.
- D. Create the necessary objects in Salesforce.
Answer: A
NEW QUESTION # 61
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
- A. All open cases by Channel
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open Cases by Priority
- E. Case resolution time
Answer: A,D,E
NEW QUESTION # 62
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the Salesforce CTI license to Salesforce users.
- C. Assign the correct Salesforce users to the Call Center.
- D. Enable Live Agent in their community to chat with an agent.
- E. Install an adapter from AppExdiange to work with third-party CTI systems.
Answer: A,C,E
Explanation:
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic
NEW QUESTION # 63
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. Web-to-Case forms
- B. On-Domand Emali-to-Case
- C. Apex Email Service
- D. Standard Email-to-case
Answer: B,D
NEW QUESTION # 64
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?
- A. It should be routed via Omni-Channel,
- B. It is incompatible with Einstein Bots.
- C. It should be deployed with Experience Builder.
Answer: A
Explanation:
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.
NEW QUESTION # 65
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?
- A. Einstein Social Insights add-on
- B. Einstein Reply Recommendations
- C. Service Cloud User feature license
- D. Social Service Pro add-on
Answer: C
NEW QUESTION # 66
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?
- A. Do multiple versions of the Entitlements need to be created and maintained?
- B. Is support provided on a periodic basis and renewed annually?
- C. Will customers access Knowledge articles through Experience Cloud?
Answer: B
Explanation:
Asking whether support is provided on a periodic basis and renewed annually helps determine the need for Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the types of support a customer is entitled to.
NEW QUESTION # 67
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A. Cross-Object Formula
- B. Auto-Add Milestones
- C. Approval Process
- D. Lookup Filter
Answer: D
NEW QUESTION # 68
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?
- A. Lightning Component
- B. Case queues
- C. Contact Request flow
- D. Direct Messaging
Answer: C
NEW QUESTION # 69
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A. Workforce Engagement Self Scheduling
- B. Visual Remote Assistant
- C. Omni-Channel Routing
- D. Field Service Scheduler
Answer: B
Explanation:
Visual Remote Assistant is a feature that allows you to provide real-time interactive video support to your customers using their mobile devices. You can see what your customers see through their camera, guide them with annotations and pointers, and troubleshoot issues remotely. This solution can improve the support experience while providing expert-level support, as it can reduce the need for dispatching field workers, save time and costs, and increase customer satisfaction. Verified Reference: [Visual Remote Assistant]
NEW QUESTION # 70
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Web to case forms
- B. Omni channel routing
- C. Standard email to case
- D. On-Demand Email-to-case
Answer: C
Explanation:
Standard email to case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Standard email to case can handle emails with attachments up to 25 MB in size (minus any text in the email). Standard email to case also preserves email formatting and supports HTML emails with embedded images. Standard email to case is suitable for creating 4000 - 5000 new cases a day, as well as allowing customers to attach documents under 25 MB by email. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview
NEW QUESTION # 71
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.
- A. Configure flow Builder /Process Builder
- B. Create a Case Macro
- C. Activate a validation rule
- D. Define case escalation rules
Answer: B
Explanation:
Creating a Case Macro is a solution that can address the problem of agents forgetting to update the case status to waiting for customer after they send an email to the case contact. A Case Macro is a set of instructions that can automate common or repetitive tasks on a case, such as sending an email and updating a field. A Case Macro can help agents save time and avoid errors when working on cases. 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_macros_create.htm&type=5
NEW QUESTION # 72
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
- A. Set up escalation rules.
- B. Set up self-service Knowledge.
- C. Set up assignment rules and case queues.
Answer: B
Explanation:
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.
NEW QUESTION # 73
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Service Console Macros
- B. Lightning Flow Component
- C. Path for Cases
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 74
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
- A. Email-to-case
- B. Chat
- C. Social Customer Service
- D. Web-to-case
Answer: A
NEW QUESTION # 75
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge articles with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Knowledge search query with no results.
Answer: B,D
NEW QUESTION # 76
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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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