(Oct-2023) ADX261 Exam Dumps Contains FREE Real Quesions from the Actual Exam
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Salesforce ADX261 certification exam is a 90-minute exam consisting of 60 multiple-choice questions. ADX261 exam is available in English and can be taken online or in-person at a proctored testing center. Individuals who pass the exam will earn the Salesforce Certified Service Cloud Consultant credential, which demonstrates their expertise in administering and maintaining Service Cloud solutions.
NEW QUESTION # 68
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?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based profiles to the associated product data category value
Answer: A
NEW QUESTION # 69
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. Lightning Guided Engagement
- B. Path for Cases
- C. Lighining Row Component
- D. Service Console Macros
Answer: A
NEW QUESTION # 70
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call deflection
- B. Increased call routing accuracy
- C. Optimized use of resources
- D. Reduced issue resolution time
- E. Reduced support channels
Answer: C,D,E
NEW QUESTION # 71
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Visibility
- B. Article Translation
- C. Chatter Answers
- D. Data Category Groups
Answer: A
NEW QUESTION # 72
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?
- A. Web-to-CaM
- B. Experience Cloud site
- C. Embedded Chat Service
- D. Case Assignment Rules
Answer: C
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. A knowledge article life cycle that evolves based on usage and demand
- B. Reduced first contact resolution
- C. Reduced issue resolution time
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
Answer: B,C
NEW QUESTION # 74
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?
- A. Create a Process Builder with Scheduled Actions.
- B. Define Case Auto-Response Rules.
- C. Configure Case Escalation Rules.
- D. Establish Case Assignment Rules.
Answer: C
NEW QUESTION # 75
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. DynamicDahsbaord by Call Center
- B. Report Subscriptions by call center
- C. Reporting Snapshots by call center
- D. Case report grouped by call center
Answer: C
NEW QUESTION # 76
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Support Processes
- B. Article Types
- C. Omni-Channel
- D. Page Layouts
- E. Record Types
Answer: A,C,E
NEW QUESTION # 77
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
- A. Log in as a user who is enabled for Omni-Channel access.
- B. Enable Debug Omni Channel routing configuration in SttUp.
- C. Change the owner to a queue associated with the routing configuration,
- D. Open the record you want to route.
- E. Open the Omni-Channel Supervisor tab.
Answer: A,B,E
NEW QUESTION # 78
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?
- A. Work Orders created from a Case automaticallv inherit the Entitlement Process
- B. Assign the WorV Order to the same Case as the Entitlement Process.
- C. Create or Apex Trigger to assign the Entitlement Process to Work Order.
- D. Set up separate Entitlement Process for Case and Work Order
Answer: D
NEW QUESTION # 79
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is shared with a Chatter Group.
- B. The report chart is added to the Page Layout.
- C. The report contains a chart.
- D. The report has a standard Report Type.
- E. The report is a Summary or Matrix report.
Answer: B,C,E
NEW QUESTION # 80
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Custom lightning component
- B. Omni channel
- C. Appexchange solution
- D. Social Conversation component
Answer: D
NEW QUESTION # 81
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Select a window of time when users will NOT be making changes to the organization.
- B. Ensure all users refrain from logging into production for an entire day prior to deployment.
- C. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- D. Migrate a test deployment to a staging environment for a smoother real-life experience.
- E. Plan and communicate the deployment to all users of the organization in advance.
Answer: A,D,E
NEW QUESTION # 82
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION # 83
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
- A. Average call handle time by team.
- B. Number of IVR inquiries without agent involvement.
- C. Number of cases created - - Site by month
- D. Number of cases closed by a self-service user
Answer: C,D
NEW QUESTION # 84
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Entitlements
- B. Omni-Channel
- C. Case Milestones
- D. Case Escalation
Answer: A
NEW QUESTION # 85
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. Field Service Scheduler
- C. Omni-Channel Routing
- D. Visual Remote Assistant
Answer: B
NEW QUESTION # 86
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
Answer: B
NEW QUESTION # 87
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Chat
- B. Case Auto-Response
- C. Escalation Rules
- D. Facebook Messaging
Answer: A,B
NEW QUESTION # 88
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 by Customer
- C. All Cases closed Month-to-date
- D. Case resolution time
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION # 89
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