Download Online VALID ADX261 Exam Dumps File Instantly[Mar 19, 2024]
ADX261 Exam Dumps For Certification Exam Preparation
Salesforce ADX261 certification exam is designed for professionals who are responsible for administering and maintaining the service cloud within an organization. ADX261 exam tests the candidate's knowledge of service cloud administration, configuration, and maintenance. It is a highly sought-after certification for professionals who work with Salesforce service cloud technology.
The ADX261 exam is a vital certification for Salesforce administrators who want to demonstrate their expertise in administering and maintaining Service Cloud. By passing the exam, candidates can prove their skills and knowledge to potential employers and gain recognition within the Salesforce community. With the right preparation and experience, passing the ADX261 exam can be a significant step towards a successful career in Salesforce administration.
NEW QUESTION # 30
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. On-Domand Emali-to-Case
- B. Web-to-Case forms
- C. Standard Email-to-case
- D. Apex Email Service
Answer: A,C
NEW QUESTION # 31
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. High Volume Customer Portal
- B. Partner Community Login
- C. Service Cloud Portal
- D. Customer Community Login
Answer: C
NEW QUESTION # 32
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 profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based roles to the associated product article types
- D. Assign team-based profiles to the associated product article types
Answer: B
NEW QUESTION # 33
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create a single data category group for each division and provide access using the role hierarchy.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a sharing rule for each division to provide access based on criteria of the article.
Answer: B
NEW QUESTION # 34
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Define criteria-based record page components
- B. Create multiple Console layouts
- C. Enable Keyboard shortcuts
- D. Configure Macros
Answer: C
NEW QUESTION # 35
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?
- A. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
- C. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
- D. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
Answer: D
NEW QUESTION # 36
Which search mechanism should be used to find case comments from within the lightning service console?
- A. Comments list view
- B. Search utility component
- C. Comment search component
- D. Global search
Answer: D
NEW QUESTION # 37
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. field service
- B. Omni channel
- C. Mobile connect
- D. Contact Requests
Answer: A
NEW QUESTION # 38
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi
a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- D. Assign a global team of experienced agents and leaders to create a common design template and report structure.
Answer: D
NEW QUESTION # 39
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: B
NEW QUESTION # 40
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. Case Milestones
- B. Entitlements
- C. Case Escalation
- D. Omni-Channel
Answer: B
NEW QUESTION # 41
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. Enable Work Orders.
- B. Set up Milestones.
- C. Create an Entitlement Process.
- D. Configure Service Contracts.
Answer: B,C
NEW QUESTION # 42
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Scrum
- B. Extremen Programming
- C. Lean Development
- D. Kanban
Answer: C
NEW QUESTION # 43
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?
- A. Approve articles from the Knowledge approval page to Publish.
- B. Agents must click Publish after the Approval Process.
- C. The Approval Process will automatically Publish.
- D. Set the final approval action to "Lock the record for editing".
Answer: B
NEW QUESTION # 44
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Each article must be associated to a record type.
- B. Approval process history migrate to Lightning Knowledge.
- C. Visualforce pages refer to Classic article types.
- D. Article numbers change during migration.
- E. Attachments and .html files in Classic Knowledge are moved to the Files object.
Answer: A,B,E
NEW QUESTION # 45
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Identify the requirements needed for initial GoLive.
- B. Provide a timeline that addresses all the requirements.
- C. Prioritize the requirements based on who submitted them.
- D. Organize the requirements from largest to smallest.
Answer: A
NEW QUESTION # 46
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create a workflow email alert to send the artilce to the customer
- B. create a lightning email template to sned artilce to customer
- C. Create a macro to send an email with the article to customer
- D. create an auto response rule to send the article to teh customer
Answer: B
NEW QUESTION # 47
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- A. Create a data category for each product; assign data categories to service agents.
- B. Create an article action for each record type; assign record types to service agents.
- C. Create a permission set for each record type; assign permissions to service agents.
- D. Create a page layout for each record type; assign layouts to service agents.
Answer: D
NEW QUESTION # 48
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