[Apr 12, 2024] ExamTorrent ADX261 Exam Practice Test Questions (Updated 179 Questions)
Pass Salesforce ADX261 Exam Info and Free Practice Test
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. ADX261 exam is designed for professionals who work with the Service Cloud platform and want to demonstrate their expertise in managing the platform effectively. ADX261 exam covers a range of topics, including service setup, case management, service console, knowledge management, and more.
NEW QUESTION # 53
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
- A. Configure a Case list view filtered by My Cases.
- B. Configure a Case related list on the Product page layout.
- C. Configure a Case list view filtered by My Case Teams.
Answer: C
Explanation:
To enable product managers to quickly access and review cases related to their products, configuring a Case list view filtered by "My Case Teams" is the most effective solution. This setup allows product managers to see cases where they are part of the case team, directly correlating to their product responsibility, thereby improving visibility and involvement in the case management process.
NEW QUESTION # 54
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?
- A. Configure Dialer to use Voicemail Crop by default.
- B. Set the Contact Do not Call field value to true.
- C. Configuration a Validation Rule to block on-click calling.
- D. Use Dynamic Forms to conditionally hide the one-click field.
Answer: B
Explanation:
Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.contact_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.dialer_one_click_calling.htm&type=5
NEW QUESTION # 55
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
- A. Customer community
- B. Service cloud console
- C. Automatic call distribution
- D. Knowledge base
Answer: A,D
NEW QUESTION # 56
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Skills-Based Routing
- B. Secondary Routing Priority
- C. Capacity Model
Answer: B
Explanation:
To address the issue of high-priority cases exceeding service deadlines at Ursa Major Solar, configuring Secondary Routing Priority within Omni-Channel settings is recommended. This feature allows the organization to prioritize work items not just by their primary criteria (e.g., case age or initial priority) but also by secondary factors that can include SLA requirements. By setting high-priority cases with stricter SLAs as a secondary routing priority, Omni-Channel can ensure these cases are escalated in the queue, getting the attention they need promptly. This approach helps in effectively managing workloads and meeting SLA commitments for high-priority cases, improving overall service delivery.
NEW QUESTION # 57
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Highlights Panel
- B. On the Calendar right hand panel
- C. On a utility bar of the Lightning App
- D. On a record Activity Feed list
Answer: C,D
Explanation:
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App's Utility Bar, Add Activities to Your Lightning Pages
NEW QUESTION # 58
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?
- A. Explain that community users can access the site through a web browser.
- B. Create two custom mobile apps, one for Apple and the other for Android.
- C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
Answer: C
Explanation:
For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both Apple and Android devices, providing a seamless experience for customers to engage with the brand, track cases, and interact with the community.
NEW QUESTION # 59
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?
- A. Create an Experience Cloud site for customers.
- B. Have customers search the Knowledge base for solutions.
- C. Provide a toll-free customer support phone number.
Answer: A
Explanation:
An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base, support resources, and community forums where customers can find answers, log cases, and interact with each other and the organization. This solution aligns with the goal of facilitating customer self-service and complements the existing CTI system, Knowledge base, and Einstein Chatbots.
NEW QUESTION # 60
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. Case Assignment Rules
- B. Embedded Chat Service
- C. Web-to-CaM
- D. Experience Cloud site
Answer: B
NEW QUESTION # 61
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which benefit can be expected?
- A. Reduced issue resolution time
- B. Reduced post-interaction time
- C. Reduced first contact resolution time
Answer: A
Explanation:
Implementing a Knowledge-Centered Support (KCS) methodology focuses on integrating knowledge creation and maintenance into the problem-solving process. This approach ensures that as agents resolve customer issues, they simultaneously create or refine knowledge articles. Over time, this leads to a rich knowledge base that can be leveraged to solve similar issues more quickly, thus reducing the overall issue resolution time as agents and customers alike can find answers more efficiently.
NEW QUESTION # 62
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. Reduced first contact resolution
- B. Reduced issue resolution time
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. A knowledge article life cycle that evolves based on usage and demand
Answer: A,B
NEW QUESTION # 63
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers
- A. Accoun team relationship to the primary contact
- B. Case closure rules on the original case
- C. Total number of accound and contact records in the database
- D. Visibility and accesst to the work order records
- E. Work order and customer contact escalation requiements
Answer: B,D,E
NEW QUESTION # 64
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Provide a self-help Customer Community.
- B. Add more support phone lines.
- C. Ask sales reps to respond to support Cases
- D. Limit Customers to 5 Cases per day.
Answer: A
Explanation:
Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.service_phone_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.service_phone_setup.htm&type=5
NEW QUESTION # 65
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Customer Community Plus
- B. Lightning External Apps Starter
- C. Customer Community
- D. High Volume Customer Portal
Answer: A
NEW QUESTION # 66
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
- A. SMS Enhanced
- B. SMS Long Code
- C. SMS Short Code
Answer: B
Explanation:
For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
NEW QUESTION # 67
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Set up analytical snapshots to capture key case information and create historical trending reports
- B. Set up a Salesforce Customer Community that will allow customers to create cases online
- C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- D. Create case escalation rules to route high priority cases directly to supervisors for resolution
Answer: B,C
Explanation:
These are two recommendations that can help decrease customer wait times when they call in for support. Setting up a Salesforce Customer Community that will allow customers to create cases online will provide an alternative channel for customers to get support without calling an agent. This can reduce the call volume and increase customer satisfaction. Creating reports to analyze call data in order to understand peak times and ensure adequate staffing will help optimize the resource allocation and service level of the support team. This can reduce the wait time and improve customer experience. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_self_service.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_create.htm&type=5
NEW QUESTION # 68
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge component to the Case record page.
- B. Add the Knowledge related list to the Case record page.
- C. Add the Knowledge tab to the Service Console.
Answer: A
Explanation:
To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
NEW QUESTION # 69
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
- A. Einstein Bots
- B. Messaging for Web
- C. AppExchange package
Answer: B
Explanation:
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
NEW QUESTION # 70
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
- A. Enable and configure Omni-Channel routing.
- B. Implement Lightning flow with time-based actions.
- C. Define entitlements and milestones.
Answer: C
Explanation:
To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure.
NEW QUESTION # 71
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Set up Milestones.
- C. Enable Work Orders.
- D. Create an Entitlement Process.
Answer: B,D
NEW QUESTION # 72
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. Optimized use of resources
- C. Reduced issue resolution time
- D. Increased call routing accuracy
- E. Reduced support channels
Answer: B,C,E
NEW QUESTION # 73
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?
- A. Create a Custom Report type with activities as the primary object.
- B. Build a Summary report on Products and Activities.
- C. Customize the My Teams Calls this week standard report.
- D. Set up a reporting snapshot of the case, contact and activity objects.
Answer: C
NEW QUESTION # 74
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
- A. Configure OWD for the Case object and implement Salesforce Shield.
- B. Configure View All for the Case object and field-level security.
- C. Configure Case Team with Read Write and field-level security.
Answer: C
Explanation:
To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.
NEW QUESTION # 75
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
- A. Create a dynamic action that launches the ERP system with a deep link to the order locator.
- B. Create a batch integration process that runs hourly to pull all order updates into Salesforce.
- C. Use Salesforce Connect and External Objects to represent this information in Salesforce.
Answer: C
Explanation:
Salesforce Connect with External Objects is the optimal solution for integrating Cloud Kicks' Salesforce environment with the ERP system. This approach allows real-time access to order information directly within Salesforce, without storing the data in Salesforce, thereby streamlining the process for service agents and improving their efficiency in handling customer requests for order updates.
NEW QUESTION # 76
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 ?
- A. customize service channel settings to define how the org receives work various sources
- B. create the necessary objects in SF
- C. From setup select omnichannel and select enable omni channel
- D. Create SF cases to have omni channel enabled
Answer: C
NEW QUESTION # 77
......
Pass Your Salesforce Exam with ADX261 Exam Dumps: https://prep4sure.examtorrent.com/ADX261-exam-papers.html
